Sr. Director, Head of Delivery Center Operations and Performance Management

About the role

The Sr. Director of Delivery Center Operations and Performance Management plays a critical role in managing the operations, performance and optimization of our Global Delivery Center (GDC) ecosystem across EMEA, APAC, and LATAM. This Sr. Director-level leader will oversee operations across delivery centers including budget planning & analytics, cost management and optimization, KPI and scorecard management, operations and financial forecasting and reporting, investment tracking and reporting and performance business analytics with a strategic goal of growing the global delivery workforce to 10,000+ resources.

Responsibilities

• Lead the development the Operations Hub supporting operations and performance management across delivery centers
• Manage operational metrics with financial outcomes, budget planning, cost optimization, and integration targets across delivery centers
• Lead annual operating plans, recurring forecasts, and monthly business performance reviews for delivery centers
• Work closely with finance team to develop and manage annual budgets, operational forecasts, and expenses for the offshore center to maximize cost efficiency
• Establish and drive stakeholder management and governance including SteerCo’s, monthly quarterly reviews to effectively communicate strategy and progress against the strategy
• Develop the GDC Operations Playbook, including operating model, contract management, invoice management, KPIs, knowledge management, and workforce planning

Requirements

• Bachelor’s degree in IT, Business or another related field; MBA preferred
• 12+ years of experience in IT service delivery, shared services, global operations, or managed services environments
• Proven track record in running operations and performance management across global delivery centers for multiple regions; spent considerable time working in delivery centers overseeing operations and performance management
• Strong understanding of day-to-day operations of delivery centers, KPIs and scorecards, onshore/nearshore/offshore delivery models, and proven experience of integrating operations across delivery centers
• Good communication, presentation, and executive-level influencing skills
• Hands-on leader with strategic thinking and a strong bias towards execution
• Fluent and professional English—verbal and written
• Demonstrated ability to work in complex, multinational environments and collaborate effectively with senior leadership
• Experience in high-growth environments with large-scale ramp-ups (5000-10,000+ resources)

Qualifications

• Strong executive presence with the ability to lead strategic discussions at the Director and Managing Director level
• Hightly collaborative, diplomatic, and influential—able to align diverse teams toward common goals
• Structured, process-oriented, and able to build scalable operational frameworks
• Comfortable working in fast-paced environments with aggressive growth targets
• High degree of cultural awareness and ability to operate across multiple geographies

Skills

• Exceptional knowledge of global delivery center operations, financials, performance management and accurate forecasting
• Strong understanding of day-to-day operations of delivery centers, KPIs and scorecards, onshore/nearshore/offshore delivery models, and proven experience of integrating operations across delivery centers
• Good communication, presentation, and executive-level influencing skills
• Hands-on leader with strategic thinking and a strong bias towards execution
• Fully fluent and professional English—verbal and written
• Demonstrated ability to work in complex, multinational environments and collaborate effectively with senior leadership
• Experience in high-growth environments with large-scale ramp-ups (5000-10,000+ resources)

Benefits

The base salary range for this position is between $187,000 and $312,500. Placement within the pay range is at Grant Thornton’s discretion, and it is based on multiple factors, including but not limited to, job -related knowledge/skills, experience, business needs, progression within the role, geographic location, and internal equity.