Delivery Operations Specialist

The Delivery Operations Specialist is responsible for the operational management and coordination of assigned customer projects. Working from the TAM-owned delivery plan and forecast, this role ensures project plans, financial forecasts, schedules, resource forecasts, risks, deliverables, and reporting are maintained throughout the project lifecycle. Collaborating with Technical Account Managers and Agile Leads, the Specialist drives project controls, governance, financial accuracy, data integrity, and delivery predictability.

• Support Technical Account Managers (TAMs) and Agile Leads in planning, executing, monitoring, controlling, and closing customer projects, ensuring successful delivery of scope, schedule, budget, quality, and customer commitments throughout the project lifecycle.
• Maintain and manage integrated project plans, schedules, milestones, dependencies, RAID logs, action registers, and governance documentation to ensure accurate project execution and visibility.
• Maintain project financials including budgets, revenue forecasts, effort estimates, resource forecasts, billable utilization, milestone forecasting, and financial reconciliation. Identify variances and provide analysis and recommended corrective actions to the TAM and Delivery leadership.
• Maintain project schedules, financial data, resource demand and assignments, time tracking, and operational reporting in Klient, Smile's enterprise system of record for customer delivery resource demand, resource assignments, financial forecasting, and time reporting. Ensure project data is complete, current, and reconciled to the approved delivery plan and forecast.
• Prepare executive-quality project reporting that communicates project health, financial status, forecast accuracy, schedule performance, resource utilization, risks, customer commitments, and recommended management actions.
• Coordinate project execution activities including customer meetings, action item management, issue resolution, dependency tracking, risk mitigation, change requests, and Statement of Work (SOW) updates while ensuring timely follow-up and accountability.
• Identify resource conflicts, capacity gaps, or forecast changes during project execution and escalate them promptly to the TAM and appropriate leadership for resolution. Maintain approved resource changes in Klient.
• Monitor project performance by analyzing financial trends, schedule performance, forecast accuracy, utilization, delivery metrics, and project controls to identify risks and improve delivery predictability.
• Coordinate communication across customers, TAMs, Agile Leads, delivery teams, leadership, vendors, and project stakeholders to ensure project information, decisions, and commitments remain accurate, timely, and aligned.
• Maintain complete project governance documentation including schedules, RAID logs, decision logs, change logs, financial records, project repositories, meeting documentation, and customer communications.
• Identify project risks, issues, financial variances, and customer concerns early, escalating appropriately with recommended mitigation plans to support successful project outcomes.
• Continuously identify areas of improvement or optimization for project delivery processes, financial reporting, forecasting accuracy, governance practices, and operational efficiency across the Delivery organization.

• 4-5+ years of experience supporting internal clients and business units in an IT, software implementation, healthcare technology, or professional services environment.
• Working knowledge of project management disciplines including project planning, scheduling, budgeting, forecasting, risk management, resource management, project controls, customer delivery, and project governance.
• Certified Associate in Project Management (CAPM) certification or Project Management Professional (PMP) certification is preferred. Candidates actively pursuing a PMI certification are encouraged to apply.
• Experience maintaining project budgets, revenue forecasts, financial reporting, Statement of Work (SOW) management, resource planning, utilization reporting, and project schedule management.
• Experience supporting project financial management including budgeting, forecasting, resource planning, revenue recognition support, utilization reporting, financial analysis, and project controls.
• Experience using Professional Services Automation (PSA) and project management platforms such as Klient PSA, Jira, Confluence, Microsoft Project, Certinia, Kantata, or similar enterprise resource management systems.
• Experience supporting executive-level project reporting including financial dashboards, project health reporting, forecast analysis, resource utilization reporting, and delivery metrics.
• Strong analytical skills with demonstrated ability to identify project risks, financial variances, schedule impacts, resource constraints, and recommend corrective actions before customer delivery is impacted.
• Strong organizational, planning, prioritization, and time management skills with the ability to manage multiple concurrent customer projects in a fast-paced environment.
• Proven ability to communicate effectively, build strong stakeholder relationships, manage customer expectations, and collaborate across cross-functional teams.
• Self-motivated professional with a proactive, continuous improvement mindset and the ability to work independently while collaborating effectively with TAMs, Agile Leads, and Delivery leadership.
• Demonstrated interest in building a career in project management, customer delivery, and Technical Account Management (TAM).