Job Description: Director - Service Delivery
- Work Timings: 10:30 AM to 7:30 PM IST (Flexibility to provide support during US work hours as needed)
Job Responsibilities:
Delivery Management:
- Oversee offshore operations in collaboration with business unit/department managers for project delivery to US-based customers
- Serve as the Single Point of Contact (SPOC) for all issues and concerns related to India operations for both internal teams
Strategic Operational Leadership:
- Manage internal corporate functions such as Marketing, Talent Acquisition, Human Capital Management, IT Support, etc.
Thought Leadership and Strategy:
- Provide strategies and guidance to enhance operational capabilities in line with the company's offshore growth strategy
- Develop delivery strategies and roadmaps based on growth forecasts, incorporating local market trends to improve branding and attract top talent
Corporate Support and Project Facilitation:
- Ensure coordination and facilitation of project needs from a corporate support perspective, equipping client project delivery managers to meet external client expectations
Process Innovation and Performance Management:
- Oversee performance baselining, metrics reporting, process improvement projects, and quality certification for internal service departments
Escalation Management and Operations Review:
- Handle escalations from business unit heads and delivery managers, ensuring timely resolution to support delivery targets
- Conduct weekly operations reviews with internal customers to monitor progress and address issues
Compliance and Risk Management:
- Oversee risk management from an information security standpoint, maintaining high standards of security and compliance
Communication and Reporting:
- Develop and implement effective communication and reporting mechanisms to manage issues, risks, and delivery timelines
- Act as a brand ambassador for both internally and externally
Relationship Management:
- Build and maintain strong relationships with internal and external stakeholders, liaising with project stakeholders regularly
Talent Management:
- Attract and retain high-quality talent, providing fulfilling career paths and development opportunities within the organization
Desired Candidate Profile:
Minimum qualifications:
- Education: B.Tech / M.Tech / MCA
- Experience: 15+ years, with at least 10 years in a leadership role managing offshore operations in IT services
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