Senior Operational Director

We are hiring a

Senior Operational Director – IT Services

to lead large‑scale, multi‑client delivery portfolios across global delivery centers. This role ensures high‑quality delivery, operational rigor, margin optimization, and continuous transformation.

The ideal leader brings a

strong retail technology background , excels in

account mining and business growth , and has a proven record of scaling delivery operations across multi‑tower, global environments.

Experience

: 18+years

Location

: Noida /Hyderabad/Bangalore /Chennai

Key Responsibilities

Service Delivery & Operations Leadership Lead end‑to‑end delivery across ADM, Cloud, Data, Digital, and Managed Services. Drive SLA/KPI adherence, risk governance, compliance, and quality. Manage complex delivery across onshore, offshore, and nearshore models.

Client & Account Governance Act as senior escalation point

for key retail clients. Lead QBRs, service reviews, and executive governance. Maintain delivery stability, ensure renewals, and protect account reputation.

Financial & Commercial Management Own full delivery P&L: revenue, margins, cost, and profitability. Drive utilization, pyramid optimization, and cost‑to‑serve improvements. Support solutioning, pricing, and transition planning.

Account Mining & Growth (Mandatory) Grow retail accounts through delivery excellence and white‑space exploration. Expand multi‑tower services (Cloud, Data, Digital Commerce, POS, Supply Chain, Merchandising). Demonstrate measurable growth outcomes (e.g., “scaled account from $X to $XM”). Partner with Sales for proposals, expansion opportunities, and deal shaping.

Global Delivery & Workforce Management Lead multi‑location teams across geographies and time zones. Align workforce planning with business demand and skills requirements. Build strong leadership pipelines and enable talent development.

Process Excellence & Transformation Drive Agile, ITIL, SAFe, Lean, Six Sigma, and DevOps‑based improvements. Lead automation, AIOps, CI/CD, and AI‑assisted delivery initiatives. Standardize delivery processes, metrics, and reporting.

Transition, Transformation & Scale-Up Lead complex transitions, migrations, and delivery ramp‑ups. Ensure smooth KT, stabilization, and steady‑state operations. Scale delivery for new and existing retail accounts without disruption.

Quality, Risk & Compliance Drive compliance across ISO, SOC, GDPR, and security frameworks. Strengthen operational controls, audit readiness, and incident reduction.

Leadership & Culture Building Foster a high‑performance, customer‑centric delivery culture. Mentor Delivery Directors and Operations Leaders. Improve engagement, retention, and leadership capability.

Key Performance Indicators Revenue growth & account mining success Operating margin & cost‑to‑serve Utilization & productivity Delivery predictability & risk posture Transformation outcomes & automation ROI

Required Qualifications Education Bachelor’s degree in Engineering/Computer Science (required) MBA or PG qualification (preferred)

Experience 18+ years in IT services delivery/operations 6+ years in senior leadership managing large, multi‑client portfolios Mandatory

retail domain expertise :