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 t ransformation, 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 large‑scale, multi‑client service delivery across global delivery centers. The role ensures consistent, high‑quality execution of IT services

while driving operational efficiency, margin improvement, client satisfaction, and continuous transformation. This position bridges

strategy and execution —translating 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 end‑to‑end 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 executive‑level 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 cost‑to‑serve through standardization, automation, and right‑shoring. Support deal solutioning, pricing, and transition planning for new wins and renewals.

4. Global Delivery & Workforce Management Lead large, multi‑location delivery teams across geographies and time zones. Ensure optimal workforce planning, demand‑supply matching, and skills availability. Partner with HR and Talent teams on hiring strategy, reskilling, and attrition management. Build strong succession pipelines and next‑level 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 AI‑assisted delivery and productivity tools Improve predictability, quality, and speed of delivery.

6. Transition, Transformation & Scale‑Up Lead complex client transitions, migrations, and large program ramp‑ups. Ensure smooth knowledge transfer, stabilization, and steady‑state operations. Scale delivery for new clients, new services, and growth accounts. Ensure strong transition governance and zero‑disruption 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 high‑performance, accountability‑driven 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 Multi‑client, multi‑service operations Managed services and long‑term engagements Strong background in delivery transformation and operational excellence

Skills & Competencies Deep understanding of IT Services delivery models Strong financial and commercial acumen Executive‑level stakeholder and client management Data‑driven decision making and KPI governance Experience with Agile, ITIL, DevOps, and automation frameworks Strong people leadership across large, diverse teams

Required Qualifications Education Bachelor’s degree in engineering, Computer Science, or related field MBA or equivalent postgraduate qualification preferred