Job Summary

Role Summary

We are looking for a seasoned General Manager – Operations & Delivery to lead end-to-end service delivery across SAP, Finance & Accounting (F&A), ITSM, and digital operations.

This role will own delivery outcomes, customer relationships, and commercial performance for a global portfolio, ensuring high-quality execution, strong governance, and continuous business growth.

 

Key Responsibilities: Delivery & Operations

• Own end-to-end delivery across multi-domain managed services engagements
• Ensure adherence to SLA, KPI, CSAT, and contractual commitments
• Lead transition and stabilization of services (T&M → Managed Services)
• Drive operational excellence, standardization, and risk management

 

Customer Engagement

• Act as primary executive interface for customer stakeholders (CxO / Customer leadership)
• Lead QBRs, governance forums, and executive reviews
• Manage critical escalations and service recovery
• Build strong customer trust and long-term partnerships

 

Commercial & Financial Ownership

• Own P&L, revenue growth, and margin improvement for delivery portfolio
• Optimize cost, utilization, and delivery pyramid
• Manage service credits, penalties, and financial risks
• Drive upsell / cross-sell opportunities with sales teams

Multi-Domain Leadership

• Lead integrated delivery across:
• ERP
• F&A Operations (R2R, P2P, O2C)
• ITSM (Incident, Problem, Change, Service Desk)
• Ensure seamless coordination across multiple towers and geographies

Governance & Transformation

• Establish strong governance models with clear ownership & decision rights
• Drive continuous improvement and automation initiatives (AI / GenAI)
• Standardize processes, tools, and reporting frameworks
• Enable digital transformation aligned to customer strategy

 

People Leadership

• Lead large, multi-geo teams and delivery leaders (SDMs, Delivery Managers)
• Drive talent strategy, retention, and capability building
• Build a high-performance, accountability-driven culture

 

Qualifications & Experience

• 18–25+ years in IT / Operations / Managed Services delivery
• Proven experience managing large global portfolios & customer engagement
• Strong stakeholder management at executive  level

Key Responsibilities

1. Lead key initiatives to ensure seamless client onboarding and delivery readiness by supporting pre-sales, due diligence, and transition management.
2. Collaborate with cross-functional teams to align capability initiatives with business growth objectives and evolving client expectations.
3. Implement strategic cost optimization measures by identifying efficiency levers across delivery, talent, and operations to enhance profitability and scalability.
4. Execute process transformation initiatives by re-engineering workflows and adopting innovative tools in collaboration with the Transformation COE.
5. Focus on successfully implementing repeatable solutions across projects within the sub-capability to drive consistency and operational efficiency.
6. Align operational goals with client satisfaction metrics to ensure customer-centric outcomes.
7. Strengthen domain capabilities through targeted learning programs, skill gap assessments, and external certification partnerships.Drive continuous skill evolution to build a resilient and future-ready workforce.
8. Partner with delivery leaders to identify critical talent, define succession plans, and create structured growth opportunities for high-potential employees.
9. Forecast talent needs and manage internal mobility to support scalable service delivery.
10. Regularly analyze and refine compensation grids to maintain market competitiveness and internal equity, ensuring transparency and fairness.
11. Strengthen performance by implementing role relevant scorecards, managing performance and rewards
12. Implement robust risk and compliance frameworks to mitigate delivery risks and uphold governance standards.
13. Strengthen controls by embedding cyber security and regulatory compliance into operational practices.

Skill Requirements

null

Other Requirements

null