Center of Excellence Sr. Manager

Role Purpose

The Center of Excellence (CoE) Senior Manager is responsible for establishing, governing, and continuously improving the company-wide delivery, product, and project management practices to ensure business continuity, operational excellence, and sustainable profitability.

This role acts as the organizational backbone for knowledge management, resource optimization, and delivery consistency across all projects and products. By balancing workloads, standardizing methodologies, and enabling transparency, the CoE ensures healthy margins, predictable outcomes, and scalable growth.

Key Responsibilities

1. Delivery & Execution Governance

• Oversee end-to-end delivery across all projects and products, ensuring alignment with business priorities and customer commitments.
• Ensure consistent application of delivery methodologies (Agile, Hybrid, Waterfall) across teams.
• Act as the escalation point for delivery risks, delays, and resource constraints.

2. Resource Management & Utilization

• Balance workloads across projects and products to optimize utilization and prevent burnout or underutilization.
• Enable proactive resource forecasting in coordination with Sales, Business Operations, Technology, and Managed Services Teams.

3. Financial Ownership & Margin Protection

• Own and govern all project and product budgets.
• Monitor delivery costs, effort variance, and margin performance.
• Drive corrective actions to protect and improve gross margins across engagements.

4. Performance Management & Continuous Improvement

• Define, monitor, and improve KPIs related to delivery performance, quality, productivity, and customer satisfaction.
• Identify systemic bottlenecks and inefficiencies and lead improvement initiatives.
• Establish best practices, templates, playbooks, and reusable assets.

5. Knowledge Management & Business Continuity

• Institutionalize knowledge sharing across projects, products, and teams.
• Ensure smooth transitions during staff changes, scale-up/down, or project handovers.
• Build organizational resilience by reducing dependency on individuals.

6. CMMI & Process Excellence

• Lead the integration of CMMI initiatives with company-wide projects and operational practices.
• Ensure compliance with defined processes while enabling agility and innovation.
• Prepare teams and leadership for CMMI audits and continuous maturity advancement.

7. Executive Reporting & Transparency

• Maintain clear, accurate, and timely reporting on delivery status, risks, dependencies, and outcomes.
• Provide executive leadership with actionable insights for decision-making.

Support COO in strategic planning through delivery and capacity intelligence

Requirements:
Main Objectives

• Ensure business continuity through standardized delivery practices and institutional knowledge.
• Achieve predictable, on-time, and high-quality delivery across all projects and products.
• Optimize resource utilization to maximize productivity while maintaining team sustainability.
• Protect and enhance project and product margins through strong governance and financial discipline.
• Embed CMMI principles as a natural part of daily operations, not a standalone initiative.
• Enable scalable growth by building a mature, resilient, and data-driven delivery organization.

Key KPIs

Delivery & Quality

• On-time delivery rate (%)
• Scope adherence rate (%)
• Defect leakage rate
• Rework percentage

Productivity & Utilization

• Resource utilization rate (%)
• Billable vs. non-billable ratio
• Average delivery velocity per team
• Capacity forecast accuracy (%)

Financial Performance

• Project margin variance (%)
• Cost variance (CV) and schedule variance (SV)
• Budget adherence rate (%)

Process & Maturity

• CMMI compliance score
• Process adoption rate across teams
• Number of standardized assets/templates reused

Customer & Business Impact

• Customer satisfaction (CSAT / NPS)
• Escalation frequency
• Knowledge continuity index (handover success, dependency reduction)