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 Grant Thornton’s Global Delivery Center (GDC) ecosystem across EMEA, APAC, and LATAM. This Sr. Director-level leader will oversee operations 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 of 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 the 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 (5,000–10,000+ resources).

Personal Attributes

• Strong executive presence with the ability to lead strategic discussions at the Director and Managing Director level.
• Highly 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.

Pay

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 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.