Delivery Operations Systems & Process Manager

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. Location: Menlo Park, CA, Chicago, IL, or Denver, CO (in office) Team: Global Delivery Operations ABOUT THE ROLE We’re looking for a Delivery Operations Systems and Process Manager to architect, optimize, and scale the systems and AI automation that power our global delivery organization. This is an individual contributor role with broad influence and deep ownership across Certinia PSA, Snowflake Smartsheet, and delivery operations workflows. You will be a core business partner to Global Delivery Leadership, the Director of BizOps and Snowflake’s Data, Analytics and AI team; designing the systems roadmap and building intelligent automation that make our delivery engine run with precision, predictability, and scale. You will work with Enterprise Technology and GTM Systems to architect solutions and roll out changes to the organization. If you’re a systems architect at heart, obsessed with operational excellence, and energized by AI‑driven transformation, this is the role where you’ll have outsized impact. WHAT YOU’LL OWN SYSTEMS ARCHITECTURE & DELIVERY INFRASTRUCTURE - Lead system roadmap planning, release management, and cross‑functional alignment - Own the end‑to‑end roadmap, optimization, and governance of Certinia PSA and Salesforce - Work with Enterprise Technology and GTM Systems on sprint cycles and own Delivery System Change Management AI AUTOMATION & INTELLIGENT OPERATIONS - Design and deploy AI‑powered workflows for: - Project health scanning & anomaly detection - Staffing intelligence & skill‑based routing - Predictive forecasting & margin insights - GenAI project and customer summaries DELIVERY OPERATIONS - Automate manual workflows across staffing, project setup, billing, and customer success - Partner with BizOps to ensure strong data governance, compliance, and system integrity - Ability to identify and solve inefficient existing patterns - Leverage AI to implement operational improvements STRATEGIC BUSINESS PARTNERING - Serve as the primary systems and operations advisor to: - Global Delivery Leadership - Director of BizOps - Finance, RevOps, and CX - Translate business strategy into scalable systems, data models, and automation - Lead cross‑functional initiatives that improve predictability and customer outcomes WHAT YOU BRING - 7–12+ years in delivery operations, PSA/ERP systems engineering, or professional services operations - Deep experience with Certinia or financial force PSA/ERP/CS (or equivalent PSA platforms) - Proven track record implementing AI automation, predictive analytics, or agentic workflows - Experience leveraging coding agents - Expertise in workflow design, systems architecture, and data governance - Excellent communication and cross‑functional leadership skills BONUS POINTS - Salesforce platform experience - Background in SaaS, consulting, or enterprise technology delivery - Experience supporting global delivery teams - Understanding of revenue recognition, forecasting, and services margin optimization Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee’s duty to keep customer information secure an