Senior Operational Director – IT Services

A seasoned IT services leader with a strong balance of operational rigor and client empathy, capable of running complex global delivery operations while driving transformation, margin improvement, and scalable growth.

Experience

• 15+ years of experience in IT Services delivery or operations
• 5+ years in a senior leadership role managing large delivery portfolios

Location: Noida /Chennai

Role Summary

The Senior Operational Director IT Services is a senior leadership role responsible for overseeing largescale, multiclient service delivery across global delivery centers. The role ensures consistent, highquality execution of IT services while driving operational efficiency, margin improvement, client satisfaction, and continuous transformation.

This position bridges strategy and executiontranslating business and client commitments into scalable delivery models, strong governance, and predictable outcomes across programs, accounts, and portfolios.

Key Responsibilities

1. Service Delivery & Operations Leadership

• Own endtoend delivery for a portfolio of IT services engagements (e.g., Application Development & Maintenance, Cloud, Data, Digital, or Managed Services).
• Ensure adherence to SLAs, KPIs, contractual commitments, and compliance requirements.
• Drive operational discipline across delivery governance, risk management, and escalation processes.
• Oversee delivery across onshore, offshore, and nearshore models.

2. Client & Account Governance

• Act as a senior escalation point for key clients and strategic accounts.
• Lead executivelevel service reviews, QBRs, and operational governance forums.
• Partner with Account Management to ensure delivery stability, renewals, and expansion.
• Proactively manage delivery risks, client satisfaction, and reputation.

3. Financial & Commercial Management

• Own delivery P&L including revenue realization, cost management, and margin improvement.
• Drive utilization, pyramid optimization, and capacity planning across accounts.
• Improve costtoserve through standardization, automation, and rightshoring.
• Support deal solutioning, pricing, and transition planning for new wins and renewals.

4. Global Delivery & Workforce Management

• Lead large, multilocation delivery teams across geographies and time zones.
• Ensure optimal workforce planning, demandsupply matching, and skills availability.
• Partner with HR and Talent teams on hiring strategy, reskilling, and attrition management.
• Build strong succession pipelines and nextlevel leadership readiness.

5. Process Excellence & Transformation

• Drive continuous improvement using ITIL, Agile, SAFe, Lean, or Six Sigma frameworks.
• Standardize delivery processes, metrics, and reporting across accounts and service lines.
• Lead transformation initiatives including:
• Automation and AIOps
• DevOps and CI/CD enablement
• AIassisted delivery and productivity tools
• Improve predictability, quality, and speed of delivery.

6. Transition, Transformation & ScaleUp

• Lead complex client transitions, migrations, and large program rampups.
• Ensure smooth knowledge transfer, stabilization, and steadystate operations.
• Scale delivery for new clients, new services, and growth accounts.
• Ensure strong transition governance and zerodisruption outcomes.

7. Quality, Risk & Compliance

• Ensure compliance with security, data privacy, and regulatory standards (e.g., ISO, SOC, GDPR).
• Own audit readiness, operational controls, and quality management frameworks.
• Drive defect reduction, incident management, and root cause elimination.
• Establish business continuity and disaster recovery readiness.

8. Leadership & Culture

• Build a highperformance, accountabilitydriven delivery culture.
• Coach and mentor Delivery Directors, Program Managers, and Operations Leaders.
• Drive employee engagement, retention, and leadership capability development.
• Promote a culture of customer focus, ownership, and continuous improvement.

Key Performance Indicators (KPIs)

• SLA adherence and delivery quality
• Client satisfaction (CSAT / NPS)
• Revenue realization and operating margin
• Utilization, productivity, and attrition
• Delivery predictability and risk metrics
• Transformation outcomes and automation benefits

Proven experience in:

• Global delivery models
• Multiclient, multiservice operations
• Managed services and longterm engagements
• Strong background in delivery transformation and operational excellence

Skills & Competencies

• Deep understanding of IT Services delivery models
• Strong financial and commercial acumen
• Executivelevel stakeholder and client management
• Datadriven decision making and KPI governance
• Experience with Agile, ITIL, DevOps, and automation frameworks
• Strong people leadership across large, diverse teams

Required Qualifications

Education

• Bachelors degree in engineering, Computer Science, or related field
• MBA or equivalent postgraduate qualification preferred