Director - Service Delivery - IT

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