Job Description

Role Overview

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.

The ideal candidate is a seasoned IT services expert with proven experience of managing delivery center operations, building, scaling and integrating multi-region delivery centers, and driving operational excellence at scale. This role requires exceptional knowledge of global delivery center operations, financials, performance management and accurate forecasting, strong executive presence, and the ability to influence and collaborate with senior leadership across the organization.

Key Responsibilities

Global Delivery Center Operations and Performance Management

• 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.
• Other duties as assigned.

Qualifications & Experience

Required

• 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.
• Should be a 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).

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.

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. At Grant Thornton, compensation decisions are dependent upon the facts and circumstances of each position and candidate.

About the Team

The team you're about to join is ready to help you thrive. Here's how:
• Whether it's your work location, weekly schedule, or flex time off, we empower you with the options to work the way that it best serves your clients and your life. Consistent with the firm's hybrid work model, this position will require in-person attendance at least three days per week, either at a GT office or client site.
• Here, you are supported to prioritize your overall well-being through work-life integration options that work best for you and those in your household.
• We understand that your needs, responsibilities and experiences are different - and we think that's a good thing. That's why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. See how at www.gt.com/careers
• When it comes to inclusion, we are committed to doing more than checking boxes. Explore all the ways we're taking action for diversity, equity & inclusion at www.gt.com/careers

Here's what you can expect next:

If you apply and are selected to interview, a Grant Thornton team member will reach out to you to schedule a time to connect. We encourage you to also check out other roles that may be a good fit for you or get to know us a little bit better at www.gt.com/careers.

Benefits:

We understand that your needs, responsibilities and experiences are different, and we think that's a good thing. That's why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. For an overview of our benefit offerings, please visit: https://www.grantthornton.com/careers/rewards-and-benefits

• Benefits for internship positions: Grant Thornton interns are eligible to participate in the firm's medical, dental and vision insurance programs and the firm's employee assistance program. Interns also receive a minimum of 72 hours of paid sick leave and are paid for firm holidays that fall within their internship period.

• Benefits for seasonal employee positions: Grant Thornton seasonal employees are eligible to participate in the firm's medical, dental and vision insurance programs and the firm's employee assistance program. Seasonal employees may also be eligible to participate in the firm's 401(k) savings plan and employee retirement plan in accordance with applicable plan terms and eligibility requirements. Seasonal employees receive a minimum of 72 hours of paid sick leave.

Grant Thornton employees may be eligible for a discretionary, annual bonus based on individual and firm performance, subject to the terms, conditions and eligibility criteria of the applicable bonus plan or program. Interns and seasonal employees are not eligible for bonus compensation.

Additional Details:

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Grant Thornton to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. To make an accommodation request, please contact [email protected].

For Los Angeles Applicants only: We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

For Massachusetts Applicants only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Grant Thornton does not require or administer lie detector tests as a condition of employment or continued employment.