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 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 : 18+years Location : Noida /Hyderabad/Bangalore /Chennai Key Responsibilities🔹 Service Delivery & Operations LeadershipLead 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 & Account GovernanceAct 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 & Commercial ManagementOwn full delivery P&L;: revenue, margins, cost, and profitability.Drive utilization, pyramid optimization, and cost‑to‑serve improvements.Support solutioning, pricing, and transition planning.🔹 Account Mining & Growth (Mandatory)Grow retail accounts through delivery excellence and white‑space 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 & Workforce ManagementLead multi‑location teams across geographies and time zones.Align workforce planning with business demand and skills requirements.Build robust leadership pipelines and enable talent development.🔹 Process Excellence & TransformationDrive Agile, ITIL, SAFe, Lean, Six Sigma, and DevOps‑based improvements.