Program Director

Job Summary

About the job

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 18plusyears

Location Noida Hyderabad Bangalore Chennai:

Key Responsibilities

Key Responsibilities:

Service Delivery and 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 and 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 and Commercial Management:

Own full delivery PandL revenue margins cost and profitability.

Drive utilization pyramid optimization and cost to serve improvements.

Support solutioning pricing and transition planning.

Account Mining and 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 and 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 and 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 and 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 and Compliance:

Drive compliance across ISO SOC GDPR and security frameworks.

Strengthen operational controls audit readiness and incident reduction.

Leadership and Culture Building:

Foster a high performance customer centric delivery culture.

Mentor Delivery Directors and Operations Leaders.

Improve engagement retention and leadership capability.

Skill Requirements

Key Performance Indicators:

Revenue growth & account mining success

Operating margin & cost‑to‑serve

Utilization & productivity

Delivery predictability & risk posture

Transformation outcomes & automation ROI

Other Requirements

Key Performance Indicators:

Revenue growth and account mining success

Operating margin and cost to serve

Utilization and productivity

Delivery predictability and risk posture

Transformation outcomes and automation ROI

Required Qualifications:

Education:

Bachelor’s degree in Engineering Computer Science (required)

MBA or PG qualification (preferred)

Experience:

18plus years in IT services delivery operations

6plus years in senior leadership managing large multi client portfolios

Mandatory retail domain expertise