The Delivery Operations Analyst is a critical operational role responsible for supporting Mira’s ability to plan, forecast, and execute work predictably across the company.As a Delivery Operations Analyst at Mira Commerce, you will play a central role in driving operational efficiency and data-backed decision-making across teams that support ecommerce strategy, delivery, and managed services. You’ll work closely with technical and business stakeholders to analyze performance, forecast workload and billable utilization, develop work scheduling insights, and assist in optimizing operational processes that support capacity management. This role blends analytics, operational planning, and cross-functional collaboration to ensure delivery excellence and continuous improvement aligned with client and business goals.
Job Responsibilities Operational & Data Analysis * Collect, clean, and interpret operational, delivery, and support performance data across multiple teams. * Build dashboards and recurring reports that show KPIs related to delivery performance, team velocity, SLA adherence, utilization, and client success. * Identify trends, bottlenecks, inefficiencies, and opportunities to improve delivery processes and cross-team workflows. * Monitor project and operational health metrics, providing actionable insights to leadership and team leads.
Capacity Planning & Resource Forecasting * Forecast workload, skill demand, and resource capacity across delivery, development, UX/design, QA, and managed services teams. * Conduct ongoing utilization analysis to understand team load, availability, and potential resource constraints. * Work with project managers and department leads to assign resources, balance workloads, and ensure accurate planning for upcoming initiatives. * Collaborate with recruiting/HR to identify short- and long-term hiring needs based on projected capacity gaps. * Develop models to predict peak periods, staffing requirements, and throughput expectations.
Process Optimization * Evaluate delivery, support, and internal operational workflows; recommend improvements to increase efficiency, reduce friction, and improve predictability. * Help establish and maintain standard operating procedures (SOPs), documentation, and delivery best practices. * Support continuous improvement initiatives and lead small operational improvement projects as needed.
Jira Management & Reporting * Configure and optimize Jira boards, workflows, fields, and reporting structures to support efficient project tracking and consistent cross-team processes. * Build and maintain Jira dashboards for team performance, SLAs, capacity, and throughput metrics. * Ensure Jira governance by establishing usage standards and supporting adoption across delivery teams. * Leverage Jira data to improve operational visibility and resource planning accuracy.
Cross-Functional Collaboration * Partner with delivery, engineering, UX/design, managed services, and strategy teams to align operational initiatives with business and client priorities. * Work closely with project managers to validate schedules, capacity constraints, and workload planning assumptions. * Present insights, recommendations, and forecast models to leadership to influence decision-making. * Serve as an operational liaison across functional groups, helping teams translate data into action.
Tooling & Reporting * Use BI and analytics tools (Looker Studio, internal dashboards, spreadsheets) to build automated, accurate operational reporting. * Maintain data integrity across operational systems and ensure reports are timely, relevant, and actionable. * Support the adoption of new tools and enhancements that improve delivery efficiency and resource planning.
Required Qualifications * Bachelor’s degree in Business, Analytics, Operations Management, or similar. * Strong analytical skills with experience in data processing and reporting. * Familiarity with Systems Integration (SI) / Software Development processes and related operations in professional IT services environments. * Excellent communication skills with the ability to present insights to technical and non-technical stakeholders. * Practical experience with Google Sheets/Excel, Looker Studio / Power BI / Tableau or similar tools. * Hands-on experience with Atlassian Jira/Confluence for project tracking, workflow management, reporting / data extraction, and board configuration.
Preferred (Nice-to-Have) * Knowledge of operational KPIs specific to professional B2B services (IT services, Agency services, Consulting etc.). * Experience working with and extending functionality of project management tools such as Jira workflows, automation rules, or cross-team reporting structures. * Technical knowledge and experience with systems integration via tools such as n8n, make.com, Zapier and similar tools
