Senior Operational Director - IT Services
Location
All India, Noida
Experience
15–19 years
Required Skills
About the Role
As a seasoned IT services leader with a strong balance of operational rigor and client empathy, you will be responsible for running complex global delivery operations while driving transformation, margin improvement, and scalable growth. You should have 15+ years of experience in IT services delivery or operations, including 5+ years in a senior leadership role managing large delivery portfolios.
Role Overview: The role of Senior Operational Director IT Services involves overseeing largescale, multiclient service delivery across global delivery centers. You will be responsible for ensuring consistent, highquality execution of IT services, driving operational efficiency, margin improvement, client satisfaction, and continuous transformation. This position requires you to translate 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.
- 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.
- 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.
- 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.
- 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.
- 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, DevOps, CI/CD enablement, and AIassisted delivery.
- Improve predictability, quality, and speed of delivery.
- 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.
- Ensure compliance with security, data privacy, and regulatory standards.
- 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.
- 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.
Proven experience in: - Global delivery models
Skills & Competencies: - Deep understanding of IT Services delivery models
Required Qualifications: Education
Ideal Candidate
A former Delivery/Operations VP who has personally managed $50M+ P&Ls across 500+ headcount in matrix structures, with proven track record stabilizing distressed accounts and scaling new client ramps from chaos to 95%+ SLA compliance.
Estimated Salary Range(medium confidence)
₹28 L – ₹45 L per year
Likely Interview Questions
- 1.Walk us through a complex client transition you led—what was the peak headcount, what went wrong, and how did you recover margin post-stabilization?
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