Sr Director, IT Operations

Job Summary:

The Senior Director, IT Operations (India) is a senior technology leader responsible for operational governance, delivery excellence, and organizational development of the IT Operations capability at the India Technology Center. This role oversees multiple India-based functions, including Global Hub, Conversions, Integration, Site Reliability Engineering (SRE), Testing Center of Excellence (COE), and Cyber Engineering. The position ensures seamless integration of India-based IT Operations teams into global planning, governance, and execution frameworks.

The role serves as a strategic partner to global functional leaders, driving operational performance, scalability, and business outcomes across supported functions.

Main Responsibilities:

Operational Leadership & Delivery Governance:

• Lead India-based IT Operations sub-organizations, including Global Hub, Conversions, Integration, SRE, Testing, and Cyber Engineering.
• Own end-to-end delivery quality, service reliability, and operational performance across all functions.
• Serve as the primary operational leader for India-based teams, ensuring alignment on priorities, dependencies, and performance metrics with global stakeholders.
• Drive accountability and continuous improvement to achieve business and operational objectives.

Global Partnership & Stakeholder Governance:

• Act as the principal liaison between India IT Operations teams and global functional leaders.
• Participate in governance forums, operational planning cycles, and delivery reviews.
• Drive resource alignment, cross-site collaboration, and shared ownership of operational outcomes.
• Ensure Indias contributions are visible, measurable, and incorporated into strategic roadmaps and planning activities.

Talent Development & Organizational Scaling:

• Build, develop, and retain high-performing leadership and delivery teams across the India IT Operations organization.
• Directly manage people leaders while overseeing onboarding and integration of new team members during periods of growth.
• Establish coaching frameworks, leadership development programs, and performance management practices.
• Strengthen organizational capability and leadership depth to support long-term business expansion.

Operational Excellence & Standards:

• Implement and continuously enhance best practices across IT Service Management (ITSM), Software Testing, Site Reliability Engineering (SRE), and Cyber Operations.
• Establish quality standards, governance processes, and operational controls.
• Define, monitor, and improve service-level objectives (SLOs), reliability targets, and quality metrics.
• Foster a culture of continuous improvement and operational excellence.

India Site Leadership Partnership:

• Serve as a key member of the India Technology Center Leadership Team.
• Represent the IT Operations function in site-wide strategic planning, operational initiatives, and cultural programs.
• Contribute to annual workforce planning, capability development, and India growth strategies.
• Champion organizational values through inclusive leadership and employee engagement initiatives.

Also responsible for other duties/projects as assigned by business management as needed.

Qualifications:

Educational Requirements:

Required:

• Bachelors Degree in Computer Science, Information Technology, Business Administration, or equivalent experience.

Preferred:

• Masters Degree in a related field.

Work Experience:

Experience Requirement 1:

• 12+ years of professional experience in IT Operations, Service Delivery, Infrastructure, Testing, or Enterprise Technology Leadership.
• Proven track record of leading large-scale, highly available operational environments.

Experience Requirement 2:

• 8+ years of people leadership experience.
• Experience managing Senior Managers, Directors, and Executive-level leaders across multiple disciplines.

Experience Requirement 3:

• 5+ years leading multi-site or global IT Operations organizations.
• Experience managing India-based or offshore delivery organizations preferred.
• Experience across at least two of the following areas:
  • IT Service Management (ITSM)
  • Software Testing / Quality Assurance
  • Site Reliability Engineering (SRE)
  • Cyber Operations

Knowledge, Skills & Abilities:

Operational Leadership & Cross-Functional Partnership:

• Proven leadership across IT service delivery, testing, infrastructure, and operational domains.
• Strong technical depth to assess delivery quality and guide senior leaders.

Cross-Functional & Matrixed Leadership:

• Experience partnering with global functional leaders within a matrixed organizational structure.
• Ability to drive outcomes where functional ownership and site leadership reside in different organizations.

Organizational Scaling & Talent Development:

• Demonstrated success scaling India-based teams during periods of significant growth.
• Ability to maintain culture, engagement, and delivery excellence while expanding organizations.

Delivery & Operational Excellence:

• Strong knowledge of:
  • ITIL
  • Agile methodologies
  • Site Reliability Engineering (SRE)
  • Software Testing frameworks and best practices

Executive Communication & Global Collaboration:

• Exceptional written and verbal communication skills.
• Ability to influence and engage effectively with senior executive stakeholders.
• Experience working across global teams and multiple time zones.

Licenses & Certifications:

Required: None

Preferred: ITIL Foundation Certification or equivalent certification.