HCLTech
Website:
hcltech.com
Job details:
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:
Click on Apply to know more.