Delivery and Operations Manager

About Ceiba

Founded in 2016, Ceiba is dedicated to simplifying healthcare, particularly in critical care, and enhancing the lives of clinicians, nurses, and patients through innovative technology. Our products are globally recognized and used across five continents and more than ten countries. What began as a small team has now grown to nearly 100 people, with offices in Istanbul, New York, and the UAE, and we are continuing to expand.

Join us on this exciting journey. If our mission resonates with you and you wish to learn more or become a part of our dynamic team, dont hesitate to contact us. We look forward to meeting you!

Job Description / Responsibilities:

As Delivery and Operations Manager, you will lead and develop a team of approximately 1520 members across project management and field operations. You will oversee the complete delivery lifecycle of the solutionsfrom planning and deployment through installation and customer onboardingand continue to be responsible for maintaining strong customer relationships and operational excellence throughout the entire contract period. This role combines strategic leadership, operational oversight, and customer engagement to ensure long-term success and satisfaction.

Key Responsibilities:

Team Leadership

• Lead, mentor, and develop project management and field operations teams.
• Foster a high-performance culture emphasizing accountability, collaboration, and continuous improvement.
• Set clear goals, manage workloads, and conduct regular performance reviews.

Project Delivery & Lifecycle Management

• Oversee planning, execution, and delivery of eClinics and eConnect projects, ensuring compliance with scope, budget, and timelines.
• Develop and maintain detailed project plans, schedules, and risk/issue logs.
• Coordinate with cross-functional teams, customers, and partners to ensure project requirements are achieved.
• Ensure smooth transition from implementation to operational support, with continued responsibility for customer success during the contract period.

Field Operations Oversight

• Direct and support teams in installations, configurations, and onsite activities.
• Establish and enforce best practices for safety, efficiency, and quality during deployments.
• Monitor performance of field operations and implement process improvements where needed.

Customer & Stakeholder Management

• Serve as the primary point of contact for customers during both delivery and ongoing operational phases.
• Build and maintain trusted long-term relationships with customers, ensuring consistent satisfaction throughout the contract.
• Represent customer needs and feedback internally to improve Ceibas delivery processes and solutions.

Process & Performance Improvement

• Standardize and optimize delivery workflows and documentation for efficiency and scalability.
• Monitor key delivery metrics (e.g., project success rates, installation timelines, ongoing service quality).
• Proactively identify risks and implement preventive and corrective measures.

Qualifications

• Bachelors degree in Engineering, IT, or a related field.
• At least 5 years of proven managerial experience in project delivery, field operations, or related functions.
• Strong track record of managing cross-functional teams.
• Proven experience managing end-to-end project delivery and field operations.
• Experience in logistics processes and installation management.
• Strong capabilities in risk management, crisis resolution, and transparent communication.
• Solid knowledge of healthcare IT, medical device integration, or enterprise software deployment.
• Excellent leadership, coaching, and people-management skills.
• Strong organizational, analytical, and problem-solving skills.
• Excellent communication and interpersonal abilities; fluent in English (written and spoken).
• Ability to thrive in a fast-paced, high-pressure environment.

Preferred Qualifications

• PMP or equivalent project management certification.
• Experience in healthcare IT environments or medical device/software deployments.

Hands-on knowledge of monitoring, logging and support tools.