GSPANN Technologies, Inc
Website:
gspann.com
Job details:
IT Service Delivery, Large-Scale Governance, Transformation, ITIL, Risk Management, Stakeholder Management, Managed Services, L1/L2/L3 Support Operations, Service Governance, Automation-Led Operations, Continuous Service Improvement
Description
GSPANN is hiring a Senior Engagement Director to lead large-scale managed services engagements, driving delivery excellence, governance, and transformation. This role will oversee L1, L2, and L3 operations, manage executive stakeholders, and ensure SLA adherence and operational stability.
Location: Gurugram
Role Type: Full Time
Published On: 19 March 2026
Experience: 20+ Years
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Description
GSPANN is hiring a Senior Engagement Director to lead large-scale managed services engagements, driving delivery excellence, governance, and transformation. This role will oversee L1, L2, and L3 operations, manage executive stakeholders, and ensure SLA adherence and operational stability.
Role and Responsibilities
- Lead and oversee a multi-tower technology engagement comprising 600+ professionals across operations and transformation programs.
- Manage overall delivery health across run Business-As-Usual and build (project and program delivery) streams by ensuring consistent reporting on service performance, delivery status, risks, and financials.
- Drive operational excellence across Level 1 (L1), Level 2 (L2), and Level 3 (L3) support operations, ensuring service stability, proactive operations management, and continuous improvement.
- Align operations, development, and transformation initiatives to ensure seamless execution and value realization.
- Act as the primary executive interface between the service provider and the customer’s senior leadership.
- Lead Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), executive governance forums, and strategic discussions covering performance, transformation roadmap, and value realization.
- Host and manage customer executive visits and strengthen stakeholder relationships.
- Establish and enforce governance frameworks, including Executive Steering Committees, MBRs, QBRs, and delivery governance forums.
- Ensure service excellence and adherence to Service Level Agreements (SLAs) across all operations teams.
- Champion a Managed Services operating model focused on incident reduction, proactive problem management, automation adoption, and improved Mean Time to Resolution (MTTR) and service reliability.
- Lead the transition of vendor operations to the Global Capability Center (GCC) using a Build-Operate-Transfer (BOT) model and manage associated partners.
- Identify and drive opportunities to expand GCC scope and capabilities while ensuring efficiency and budget compliance.
- Oversee end-to-end GCC operations, including finance, legal, human resources, tax, and operational governance.
- Collaborate with internal teams managing GCC administration, Human Resources (HR) Business Partnering, HR Operations, Talent Acquisition, and Information Technology (IT) support.
- Drive continuous improvement and operational efficiency through automation and innovation initiatives.
- Promote an automation-first mindset by leveraging tools, monitoring, scripting, and platform-led automation to reduce manual effort.
Skills And Experience
- Demonstrate proven experience in building and managing IT teams and Global Capability Center (GCC) operations within Managed Services environments.
- Lead large-scale Level 1 (L1), Level 2 (L2), and Level 3 (L3) support operations across infrastructure, applications, or enterprise platforms.
- Apply strong expertise in IT service delivery, large-scale governance, and transformation programs.
- Demonstrate deep understanding of Information Technology Infrastructure Library (ITIL) processes, including Incident, Problem, Change, and Service Request Management.
- Exhibit strong leadership, communication, stakeholder management, risk management, and escalation handling capabilities.
- Understand global operating models and India’s talent landscape.
- Navigate effectively within matrix organizational structures and influence cross-functional teams.
- Drive change across global organizations with strong strategic thinking and problem-solving skills.
- Collaborate effectively in cross-functional and multicultural environments.
- Build, manage, and retain high-performing, diverse teams while developing talent.
- Thrive in complex and ambiguous environments with strong business acumen and decision-making ability.
- Maintain strong customer focus while delivering measurable, outcome-driven results aligned with business goals.
- Foster a culture of innovation, continuous learning, transparency, and accountability.
- Demonstrate experience managing Fortune 500 or global enterprise accounts.
- Lead multi-vendor or Service Integration and Management (SIAM) environments effectively.
- Drive automation, operational efficiency, and service transformation initiatives within Managed Services engagements.
- Drive consistent delivery performance, operational stability, and transformation outcomes across all technology towers while ensuring strong governance and reporting quality.
- Achieve high executive stakeholder satisfaction through effective engagement, service excellence, and alignment with business objectives.
- Enhance overall service maturity by improving operational efficiency, increasing automation adoption, reducing incidents, strengthening team engagement, and expanding the Global Capability Center (GCC).
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