Delivery Operations Manager - Token Factory

United KingdomRemoteFull-timemid

OtherDelivery Operations Manager

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Quick Summary

Requirements Summary

Professional experience in cloud, AI, SaaS operations, or a closely related technology environment. Ability to work effectively across Sales, Legal, Finance, Engineering, Delivery,

Technical Tools

OtherDelivery Operations Manager

This role is focused on building the operational framework that connects sales, delivery, engineering, and customer success throughout the customer lifecycle. You will ensure that AI inference customers move smoothly from initial proof of concept through production, with clear processes, documentation, and ownership. The position combines post-sales operations, commercial coordination, customer visibility, and process improvement. You will establish reliable ways of tracking customer health, workloads, contracts, renewals, and operational dependencies while proactively surfacing risks. You will also identify opportunities to automate manual workflows and strengthen integrations across business and technical systems. This is an opportunity to bring structure and operational clarity to a fast-moving, international AI environment while working closely with both commercial and technical teams.

Own day-to-day operational processes across active proof-of-concept and production customers.
Ensure smooth, well-documented transitions from PoC to production while preserving context across teams.
Build and maintain documentation for complex operational scenarios, including customer migrations, model changes, GPU type changes, and contract renewals.
Define and maintain clear processes for customer offboarding and scope reductions.
Triage customer incidents in collaboration with Solutions Architecture and Support teams and maintain clear escalation paths.
Support customer lifecycle changes involving legal entities, contracts, and SKU updates.
Develop and maintain operational guidance for Account Executives, Sales Engineers, and Sales Operations teams working with customers.
Align post-sales processes with broader cloud operating standards.
Define and improve upsell processes, including new PoCs for existing customers, operational and billing setup, and transitions into production.
Maintain a single source of truth covering customer health, active workloads, and contract status.
Track upcoming renewals, capacity changes, and operational dependencies while proactively identifying and coordinating resolution of risks.
Improve handoffs and information flow across Sales, Pre-Sales, Engineering, and Delivery teams.
Run structured operational reviews and drive continuous improvements in delivery clarity and execution.
Work effectively with technical teams by understanding the systems and solutions being developed and their customer impact.
Lead automation initiatives across tools such as Salesforce, Jira, and back-office systems, including customer notifications, contract expiry alerts, and cleanup workflows.
Identify manual processes that can be replaced or streamlined through tooling and automation.

Requirements

~1 min read

Professional experience in cloud, AI, SaaS operations, or a closely related technology environment.
Ability to work effectively across Sales, Legal, Finance, Engineering, Delivery, and Customer Success functions.
Strong operational and organizational skills, with the ability to introduce structure without creating unnecessary bureaucracy.
Proactive approach to identifying risks, improving processes, and driving execution.
Ability to communicate comfortably with technical teams and understand the purpose and customer impact of engineering work without needing to write code.
Strong cross-functional communication and coordination skills.
Ability to manage multiple customer processes, operational dependencies, and commercial changes simultaneously.
Customer-oriented mindset with a focus on predictable delivery and smooth lifecycle transitions.
Comfortable working in a fast-moving environment where processes and priorities continue to evolve.
Strong ownership, accountability, and problem-solving skills.
Experience with operational tooling, workflow automation, CRM, project management, or ticketing systems is valuable.