Sr. Director, Head of Delivery Center Operations and Performance Management
About The Position
The Sr. Director of Delivery Center Operations and Performance Management plays a critical role in managing the operations, performance and optimization of our Global Delivery Center (GDC) ecosystem across EMEA, APAC, and LATAM. This Sr. Director-level leader will oversee operations across delivery centers including budget planning & analytics, cost management and optimization, KPI and scorecard management, operations and financial forecasting and reporting, investment tracking and reporting and performance business analytics with a strategic goal of growing the global delivery workforce to 10,000+ resources. The ideal candidate is a seasoned IT services expert with proven experience of managing delivery center operations, building, scaling and integrating multi-region delivery centers, and driving operational excellence at scale. This role requires exceptional knowledge of global delivery center operations, financials, performance management and accurate forecasting, strong executive presence, and the ability to influence and collaborate with senior leadership across the organization.
Requirements
- Bachelor’s degree in IT, Business or another related field; MBA preferred.
- 12+ years of experience in IT service delivery, shared services, global operations, or managed services environments.
- Proven track record in running operations and performance management across global delivery centers for multiple regions; spent considerable time working in delivery centers overseeing operations and performance management.
- Strong understanding of day-to-day operations of delivery centers, KPIs and scorecards, onshore/nearshore/offshore delivery models, and proven experience of integrating operations across delivery centers.
- Good communication, presentation, and executive-level influencing skills.
- Should be a hands-on leader with strategic thinking and a strong bias towards execution.
- Fluent and professional English—verbal and written.
- Demonstrated ability to work in complex, multinational environments and collaborate effectively with senior leadership.
- Experience in high-growth environments with large-scale ramp-ups (5000-10,000+ resources).
Nice To Haves
- MBA preferred.
Responsibilities
- Lead the development the Operations Hub supporting operations and performance management across delivery centers
- Manage operational metrics with financial outcomes, budget planning, cost optimization, and integration targets across delivery centers.
- Lead annual operating plans, recurring forecasts, and monthly business performance reviews for delivery centers
- Work closely with finance team to develop and manage annual budgets, operational forecasts, and expenses for the offshore center to maximize cost efficiency.
- Establish and drive stakeholder management and governance including SteerCo’s, monthly quarterly reviews to effectively communicate strategy and progress against the strategy.
- Develop the GDC Operations Playbook, including operating model, contract management, invoice management, KPIs, knowledge management, and workforce planning.
- Other duties as assigned.
Benefits
- medical, dental and vision insurance programs
- employee assistance program
- paid sick leave
- paid firm holidays
- 401(k) savings plan
- employee retirement plan
- discretionary, annual bonus based on individual and firm performance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
