Engagement Sr. Director

About Company :

GSPANN is a US California Bay Area-based consulting services provider focused on implementations in Enterprise Content Management, Business Intelligence & Mobile Solution initiatives. More than 90% of our current clientele are FORTUNE 1000 organizations. We specialize in strategy, architecture, delivery and support of solutions in the ECM, BI and Mobility space.

Job title : Engagement Sr. Director

Experience: 20+ Years

Job Location: Gurugram

Role Overview

We are seeking an individual to lead and scale a strategic Global Capability Center (GCC) engagement for a global FMCG / brewing leader. The GCC supports multiple technology towers including Infrastructure, Network, SAP, Applications, Security, Service Management, and Program Delivery.

The role will oversee a 600+ member engagement (current and planned expansion) across run operations and transformation programs, ensuring delivery excellence, strong governance, executive stakeholder management, and continued expansion of the engagement.

The role requires strong experience leading large-scale Managed Services environments including L1, L2, and L3 operations, service governance, automation-led operations, and continuous service improvement initiatives across multiple technology towers.

This person will act as the single point of leadership between our organization and customer executive stakeholders, driving strategic alignment, operational performance, and long-term partnership growth.

Key Responsibilities

• Provide leadership oversight for a multi-tower technology engagement of 600+ professionals across operations and transformation programs.
• Manage overall delivery health across Run (BAU) and Build (project/program delivery) streams by ensuring consistent reporting across towers including service performance, project delivery, risks, and financials.
• Ensure operational excellence across managed services layers including L1, L2, and L3 support operations, driving service stability, proactive operations management, and continuous service improvement.
• Ensure alignment between operations, development, and transformation initiatives.
• Act as the primary executive interface between the service provider and customer senior leadership.
• Lead monthly, quarterly executive reviews, governance forums, and strategic discussions, including delivery performance, transformation initiatives, strategic roadmap, value realisation.
• Host and manage customer executive visits.
• Establish and drive robust governance frameworks across all towers, including Executive Steering Committee, Monthly and Quarterly Business Reviews, Delivery governance forums.
• Drive service excellence and SLA adherence across operations teams
• Champion a Managed Services operating model focused on incident reduction, proactive problem management, automation adoption, and improved MTTR and service reliability
• Oversee the transition of relevant vendor operations to the GCC via a build-operate-transfer model managing the partner supporting this initiative.
• Identify opportunities to expand scope and capabilities within the GCC, while ensuring efficiency and budget compliance
• Lead all GCC activities end-to-end, encompassing finance, legal, people, tax, and other operational matters to ensure comprehensive management and oversight.
• Coordinate with internal teams managing GCC Administration, HR Business Partnering, HR Operations, Talent Acquisition, and IT Support.
• Drive continuous improvement and operational efficiency across the engagement by adopting Automation and innovation initiatives
• Promote an automation-first mindset by identifying opportunities to reduce manual operations through tooling, monitoring, scripting, and platform-led automation initiatives

Required Skills

• Proven experience managing and building IT teams and GCC operations, with strong exposure to Managed Services environments supporting enterprise clients
• Demonstrated experience managing large-scale L1, L2, and L3 support operations across infrastructure, applications, or enterprise platforms
• Strong background in IT service delivery, large-scale governance, and transformation.
• Strong understanding of ITIL-based service management processes including Incident, Problem, Change, and Service Request Management
• Excellent leadership, communication, stakeholder management, Risk management, and escalation handling skills
• Familiarity with global operating models and Indias talent landscape.
• Experience with matrix organization and can navigate through it.
• Ability to influence and drive change across a global organisation
• Strategic thinking, problem-solving abilities, strong analytical skills
• Ability to collaborate effectively in a cross-functional and multicultural environment
• Experience in managing high-performing diverse teams incl. developing talent
• Thrives in ambiguity and complexity, applying a strategic mindset and strong business insight to navigate challenges and make sound.
• Demonstrates deep customer focus while remaining action-oriented, consistently driving measurable results aligned with organizational goals.
• Cultivates a culture of innovation and continuous learning, building trust across teams and stakeholders through transparency and accountability

Preferred Experience

• Experience managing Fortune 500 / global enterprise accounts
• Experience leading multi-vendor or SIAM environments
• Experience driving automation, operational efficiency programs, or service transformation initiatives within managed services engagements

Success Metrics

• Delivery performance across all technology towers
• Executive stakeholder satisfaction
• Governance effectiveness and reporting quality
• Employee engagement and talent retention
• Expansion of GCC capabilities and scope
• Operational stability and transformation outcomes
• Service improvement outcomes including incident reduction, automation adoption, and improved operational efficiency

Why choose GSPANN

We GSPANNians are at the heart of the technology that we pioneer. We do not service our customers, we co-create.

With the passion to explore solutions to the most challenging business problems, we support and mentor the technologist in everyone who is a part of our team. This translates into innovations that are path-breaking and inspirational for the marquee clients, we co-create a digital future with.

GSPANN is a work environment where you are constantly encouraged to sharpen your abilities and shape your growth path, We support you to become the best version of yourself by feeding your curiosity, providing a nurturing environment, and giving ample opportunities to take ownership, experiment, learn and succeed.

Were a close-knit family of more than 2000 people that supports one another and celebrates successes, big or small. We work together, socialize together, and actively serve the communities we live in.

We invite you to carry forward the baton of innovation in technology with us.

At GSPANN, we do not service. We Co-create.

Discover your inner technologist - Explore and expand the boundaries of tech innovation without the fear of failure.

Accelerate your learning - Shape your career while scripting the future of tech. Seize the ample learning opportunities to grow at a rapid pace

Feel included - At GSPANN, everyone is welcome. Age, gender, culture, and nationality do not matter here, what matters is YOU

Inspire and Be Inspired - When you work with the experts, you raise your game. At GSPANN, youre in the company of marquee clients and extremely talented colleagues

Enjoy Life - We love to celebrate milestones and victories, big or small. Ever so often, we come together as one large GSPANN family

Give Back - Together, we serve communities. We take steps, small and large so we can do good for the environment, weaving in sustainability and social change in our endeavors

We invite you to carry forward the baton of innovation in technology with us.

Lets Co-create.