Program Director
India
Apply now
Job Description
Program Director
Bengaluru, Karnataka

Job Summary

About the job

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 transformation.

The 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   18plusyears

Location   Noida   Hyderabad  Bangalore   Chennai

Key Responsibilities

Key Responsibilities

Service Delivery and Operations Leadership

 

Lead 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 and Account Governance

 

Act 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 and Commercial Management

 

Own full delivery PandL  revenue  margins  cost  and profitability.

Drive utilization  pyramid optimization  and cost to serve improvements.

Support solutioning  pricing  and transition planning.

 

Account Mining and Growth (Mandatory)

 

Grow retail accounts through delivery excellence and white space exploration.

Expand 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 and Workforce Management

 

Lead multi location teams across geographies and time zones.

Align workforce planning with business demand and skills requirements.

Build strong leadership pipelines and enable talent development.

 

Process Excellence and Transformation

 

Drive Agile  ITIL  SAFe  Lean  Six Sigma  and DevOps based improvements.

Lead automation  AIOps  CI  CD  and AI assisted delivery initiatives.

Standardize delivery processes  metrics  and reporting.

 

Transition  Transformation and Scale  Up

 

Lead complex transitions  migrations  and delivery ramp ups.

Ensure smooth KT  stabilization  and steady state operations.

Scale delivery for new and existing retail accounts without disruption.

 

Quality  Risk and Compliance

 

Drive compliance across ISO  SOC  GDPR  and security frameworks.

Strengthen operational controls  audit readiness  and incident reduction.

 

Leadership and Culture Building

 

Foster a high performance  customer centric delivery culture.

Mentor Delivery Directors and Operations Leaders.

Improve engagement  retention  and leadership capability.

Skill Requirements

Key Performance Indicators

 

Revenue growth & account mining success

Operating margin & cost‑to‑serve

Utilization & productivity

Delivery predictability & risk posture

Transformation outcomes & automation ROI

Other Requirements

Key Performance Indicators

 

Revenue growth and account mining success

Operating margin and cost to serve

Utilization and productivity

Delivery predictability and risk posture

Transformation outcomes and automation ROI

 

Required Qualifications

Education

 

Bachelor’s degree in Engineering  Computer Science (required)

MBA or PG qualification (preferred)

 

Experience

 

18plus years in IT services delivery  operations

6plus years in senior leadership managing large  multi client portfolios

Mandatory retail domain expertise
Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.