Delivery Operations Manager

Descrição do trabalho

Blaze Information Security is a leading cybersecurity firm and a pure-play boutique penetration testing provider established in 2016 with a strong presence in Europe and Latin America.

As cybersecurity industry veterans, we are deeply invested in delivering quality services and contributing to organizations' strong defenses worldwide. We focus on offensive cyber because we believe the best way to secure your business is by simulating a real-world attack.

Blaze is looking for a Delivery Operations Manager to join our team and take ownership of our service delivery function. You'll lead the people, structure the processes, scale and optimize our operations, and drive the performance behind everything we deliver to our clients. This is a hands-on leadership role for someone who can build clarity and consistency into a growing services business.

This is a pivotal role for Blaze, ensuring that our delivery function is efficient, scalable, and aligned with our long-term strategic goals. You don't need to be a cybersecurity expert, but you need to know how to lead a technical services team to excellence.

Key responsibilities

You will be instrumental in shaping how Blaze delivers value to clients across continents. As a Delivery Operations Manager, your main responsibilities will include:

• Team Leadership
• Lead and manage our delivery team (cybersecurity engineers, consultants, and service delivery specialists) across Europe and Latin America
• Coach, support, and evaluate team members to drive performance and growth
• Help in managing hiring, onboarding, resource planning, and team structure
• Conduct regular 1:1s, performance reviews, and support professional development across the delivery teams

• Service Delivery & Execution
• Own the successful and timely delivery of all client-facing projects
• Monitor delivery timelines, resource allocation, and workload balancing
• Ensure adherence to SLAs and client expectations
• Build strong relationships with internal teams and external clients to ensure alignment and satisfaction

• Quality Control & Continuous Improvement
• Maintain and enforce high standards for deliverables, reporting, and QA
• Standardize delivery processes and implement automation where possible
• Establish KPIs and dashboards to track delivery health and performance

• Client Collaboration & Escalation Handling
• Act as a point of escalation for delivery-related issues or bottlenecks
• Support client onboarding and transition from sales to delivery
• Coordinate with Sales and Service Delivery for realistic planning and resource allocation

• Operations & Process Ownership
• Build operational systems that scale (ticketing, task management, workflows)
• Own and evolve key operational workflows, performance indicators, and reporting
• Proactively solve bottlenecks, inefficiencies, or team misalignment
• Report delivery performance and risks to the company leadership

Required skills

• To be successful in this role, you should have:
• Proven minimum of 4 years of experience in Operations Management, Program Management, or a similar role, ideally in a service or consulting environment
• Knowledge of delivery management tools and performance tracking systems
• Excellent communication skills in both English and Portuguese (fluency in both is mandatory)
• Demonstrated ability to manage and develop multidisciplinary teams across geographies
• Exceptional interpersonal and leadership skills, with a people-first mindset
• High level of organizational skills and attention to detail
• Experience working directly with global customers and managing stakeholder expectations
• Hands-on experience improving internal processes and implementing operational best practices
• Comfortable holding teams accountable and leading with empathy
• Availability to travel internationally

• Nice to have
• Bachelor's degree or equivalent in areas related to industrial engineering, business administration; an MBA is a plus
• Familiarity with cybersecurity services, consulting environments, or technology delivery
• Experience working in scale-up or fast-paced, international organizations

KPIs and success metrics

• Your performance KPIs will be measured by:
• Client satisfaction (NPS and escalation rate)
• On-Time delivery rate
• Team engagement/turnover rate
• Process maturity/automation
• Delivery throughput/project completion rate
• Delivery quality / QA pass rate
• Team development and upskilling

We are looking for individuals willing to work from our offices in Porto, Portugal (hybrid mod