About the Role:

The Delivery Excellence & Operations role will provide strategic leadership across delivery management, operational excellence, process transformation, governance, quality, and business performance. The role will be responsible for building scalable delivery frameworks, driving operational efficiency, improving customer experience, and ensuring predictable execution across multiple business units and client engagements.

Key Responsibilities:

Strategic Leadership:

- Define and execute the enterprise-wide delivery excellence and operations strategy.

- Partner with executive leadership to drive organizational growth, scalability, and operational maturity.

- Build and institutionalize best-in-class delivery governance frameworks.

Delivery Excellence:

- Drive consistent delivery performance across all business units and client programs.

- Establish KPIs, SLAs, delivery scorecards, and operational dashboards.

- Improve delivery predictability, customer satisfaction, and operational efficiency.

- Lead process standardization and continuous improvement initiatives.

Operational Excellence & Transformation:

- Champion Lean, Six Sigma, Agile, and automation-led transformation programs.

- Identify opportunities to optimize workflows, reduce costs, and improve productivity.

- Drive AI-enabled operational efficiencies and digital transformation initiatives.

- Build scalable operating models to support business expansion.

Financial Management:

- Own delivery and operations P&L performance.

- Drive utilization, productivity, margin improvement, and cost optimization.

- Partner with Finance on forecasting, capacity planning, and profitability management.

Client & Stakeholder Management:

- Act as executive sponsor for strategic customer relationships.

- Support business development through solutioning, transitions, and operational planning.

- Manage critical escalations and ensure proactive risk mitigation.

Talent & Leadership Development:

- Build a strong layer of AVPs, Directors, and Senior Managers.

- Create leadership ownership for every major client account and service line.

- Develop future leaders for Content, Learning Services, AI Data Services, and Operations.

- Reduce founder/executive dependency by creating a self-sustaining leadership structure.

- Foster a culture of accountability, ownership, and execution excellence.

Governance, Risk & Compliance:

- Strengthen governance frameworks across programs and operations.

- Ensure compliance with quality, security, data privacy, and regulatory standards.

- Lead operational reviews, audits, and risk management initiatives.

Qualifications & Experience:

- 15-25 years of overall experience.

- 8-10 years in senior leadership roles within Delivery, Operations, Shared Services, Business Operations, GCCs, IT Services, BPM, Consulting, or Technology organizations.

- Proven experience managing large-scale global delivery organizations.

- Strong track record of operational transformation and business scaling.

- Bachelor's degree required; MBA preferred.

Key Skills & Competencies:

- Delivery Excellence & Operational Leadership

- Business Transformation & Process Optimization

- P&L and Margin Management

- Program & Portfolio Governance

- Lean Six Sigma / Agile Methodologies

- Customer Success & Stakeholder Management

- AI-led Process Transformation

- Executive Leadership & Team Building