Delivery Operations Lead

Delivery Operations Lead

We're seeking a sleeves-rolled-up Delivery Operations Lead to stand up and run day-to-day operations for our delivery organization in Mexico. Your focus is on building and running the capability: hiring, onboarding, asset procurement & allocation, payroll coordination, HR operations and engagement, real estate & facilities, vendor management, commercials, accounting interfaces, and legal/statutory compliance—while keeping delivery outcomes on track.

Responsibilities:

• Workforce planning & hiring: partner with TA to manage demand, pipelines, interviews, offers, joins, and ramp plans.
• Onboarding/offboarding operations: background checks, contracts, ID/access, accounts, checklists, deprovisioning.
• Asset lifecycle & access: laptop procurement and allocation, accessories, license management, MDM/compliance, RMA/returns, inventory.
• Time & payroll coordination: attendance, leave, timesheets; interface with HR/Finance and payroll providers to ensure accurate, timely runs.
• HR operations & engagement: contracts/letters, benefits enrolment, issue resolution, recognition programs, engagement calendar, retention actions.
• Facilities & real estate: space planning, moves/adds/changes, maintenance coordination, HSE basics, visitor management.
• Vendor management: run RFQs, onboard vendors (payroll, facilities, benefits, IT, staffing), negotiate SLAs/renewals, track performance & invoices.
• Commercials & budgeting: track cost lines, POs/PRs, invoices, approvals, variance to budget, margin guardrails.
• Compliance & legal coordination: support local statutory obligations and audits; maintain evidence and records; ensure data-privacy practices.
• Security & audits: device compliance, access reviews, basic ISO/SOC control hygiene; close audit actions.
• Delivery tracking: publish dashboards for SLAs/KPIs; run daily/weekly cadences
• Own delivery governance for Mexico operations; act as the single point of accountability for internal leaders and clients.
• Process & documentation: author SOPs/runbooks/checklists; keep them current; train the team.
• Continuous improvement: simplify workflows, automate where sensible
• Risk & continuity: maintain risk register, own incident response playbooks and drills for operational continuity.

Requirements:

• 8–10 years in operations/delivery across global delivery/shared services/BPO/ professional services; 3–5 years leading multi-function ops teams.
• Hands-on operator who thrives in ambiguity, moves fast on details, and ensures closure.
• Proven people leadership (team leads/coordinators), performance management, and retention focus.
• Strong stakeholder management with clients and internal executives; clear written & verbal communication in Spanish and English.
• Working knowledge across: hiring/HR ops, payroll coordination, asset & license management, facilities, vendors, commercials, and compliance.
• Commercial acumen: budgeting, unit economics, invoicing cycles, SOWs/COs.
• Tools: Excel/Sheets, ticketing/ITSM (e.g., Jira/ServiceNow), HRIS/ATS, MDM, procurement/ERP basics; dashboarding/reporting.
• Nice to have: PMP/Prince2, or HR certifications; experience launching or scaling a new site/capability.
• Note: Exposure to Mexico operational specifics (e.g., payroll providers, statutory filings, local benefits practices) is highly valued.

Specifics:

• Onsite/hybrid in Guadalajara with occasional travel to client or vendor locations.
• Flexible to support critical after-hours cutovers (payroll, facility moves, audits) when needed.