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This is a strategy-and-operations role focused on setting the big-picture direction for how delivery runs across Implementation Engineering. The role builds processes, models, and cadences that leadership and delivery owners use day-to-day, facilitating and enabling rather than owning accountable outcomes directly.
Key responsibilities include:
• Work with Implementation Engineering leadership to ensure every active implementation has a live, credible milestone plan and forecast, and set standards for tracking forecast accuracy (planned vs. actual).
• Ensure account health ratings are backed by real, current evidence—usage, milestones, escalations, customer sentiment—rather than optimism or stale data.
• Build and maintain capacity models that map delivery demand against available resources by role, skill, and geography; run scenario planning (lean/balanced/high-touch) to inform hiring and staffing decisions; flag capacity risk early.
• Ensure a working change-control process exists for scope expansion on active accounts, with every change documented with rationale and impact.
• Define go-live readiness criteria with Implementation Engineering leadership and ensure consistent application; own the escalation path when readiness is contested.
• Ensure cost-to-serve is tracked at account and portfolio level with reconciled numbers, partnering with Finance.
• Ensure every red or at-risk account has a real recovery plan with named owners and dates, built jointly with Implementation Engineering leadership.
• Ensure customer-owned and Innovaccer-owned dependencies are clearly separated in account plans so blockers aren't hidden.
• Identify manual, repetitive delivery workflows as candidates for automation or AI-agent adoption; partner with Engineering/Implementation Automation to design, pilot, and scale solutions; track adoption and impact against business case.
• Ensure leadership has a real-time, trusted view of delivery health, capacity, and risk by directing what needs to be communicated and to whom; facilitate leadership reviews and drive decisions.
• Partner with Legal, Security, and Finance on delivery-related risk areas such as contractual SOW commitments and data governance obligations.
REQUIREMENTS:
• 8–12 years of experience in delivery operations, implementation management, program/PMO, or business operations within B2B SaaS or enterprise software, ideally in a technical delivery environment.
• Demonstrated experience building and running capacity models, resource plans, or staffing scenarios tied to demand forecasts.
• Hands-on experience identifying and driving automation or AI-agent adoption in operational workflows—not just conceptual familiarity.
• Strong analytical skills—comfortable in Excel/Sheets, SQL, or BI tools to interpret delivery data and dashboards and translate them into decisions.
• Excellent stakeholder management and communication skills across Implementation Engineering, Engineering, Product, Finance, Customer Success, and C-Suite.
• Strong business acumen and judgment to prioritize, structure ambiguous problems, and drive them to closure independently, with low tolerance for unverified numbers or assumptions presented as fact.
• MBA from a premier B-school (IIM, ISB, or equivalent) preferred.
