Portfolio Delivery Director

Job Summary

GCC Delivery Lead - Job Description

About the Role

Responsibilities include leading AD/AMS delivery programs from offshore, managing geographically distributed teams across multiple delivery models, and ensuring service stability, operational performance, SLA/KPI attainment, and customer satisfaction.

Responsibilities:

• Work from the Customer GCC (Global Capability Center) Location
• Identify areas of growth and understand upsell/cross-sell service line offerings from the to the Customer
• Primary operational interface for the customer from offshore, leading governance, managing escalations, aligning priorities, and driving continuous improvement across the service.
• Drive service transformation initiatives that improve customer experience, operational efficiency, and long-term delivery sustainability
• Influence account strategy by identifying service risks, improvement opportunities, and investment priorities that strengthen the operating model
• Ensure successful execution of mid-to-large scale programs with coordination across offshore and onsite teams.
• Manage delivery units ranging from /$5M–$15M with team sizes of at least 100+ professionals.
• Experience in managing support/transformation programs on enterprise applications like SAP/S4HANA, Data/AI Implementation programs
• Drive and implement best-in-class practices in the Customer GCC.
• Resolve day-to-day delivery impediments with a hands-on, solution-oriented approach.
• Stay updated on digital trends such as SRE, automation, predictive analytics, AI, and DevOps.
• Collaborate with various capability units within the organization for any support/technical interventions
• Identify and onboard offshore talent and support coaching and mentoring
• Support career development, mentoring, and servant leadership practices.
• Facilitate integration of offshore teams with onsite and customer teams meetups, upskilling, and cross-skilling initiatives.
• Track/reporting of operational parameters - Revenue, margin, utilization etc., for assigned programs/accounts
• Manage offshore delivery operations and coordinate with internal stakeholders and onsite teams for reporting.

Qualifications

• 18+ years of experience in IT delivery roles, with a focus on offshore program management.
• Strong communication and coordination skills for managing offshore-onsite interactions.
• Experience managing offshore delivery units of /$5M–$15M with 100+ team members.
• Practical experience in resolving offshore delivery impediments
• Experience managing support transformation programs on enterprise applications - SAP/S4HANA
• Awareness of digital transformation trends such as SRE, automation testing, AI, and predictive analytics.

Required Skills

• Program & Project Management