The ideal candidate is someone who has been there and done it — managed large offshore delivery programs, owned P&L, built and run ODCs, led large, distributed teams, and consistently delivered outcomes that matter to clients and the business alike.

Key Responsibilities

Account Operations & P&L

Own the full P&L of the account — managing revenue, margins, costs, billing, invoicing, and payment cycles with rigor and discipline
Drive operational efficiency across utilisation, bench management, and demand-fulfilment-onboarding cycles
Ensure account health is consistently tracked, reported, and improved across all commercial and operational parameters

Demand & Fulfilment

Lead end-to-end demand management — from demand intake through resourcing, recruitment, fulfilment, and onboarding
Partner closely with internal recruitment and resourcing teams to ensure timely, quality fulfilment with minimal bench leakage

ODC Management

Set up, run, and scale large Offshore Delivery Centers (ODCs) — with a strong understanding of ODC operations including people management, infrastructure, governance, and compliance
Ensure ODCs operate as seamless extensions of the client's environment with high standards of delivery and engagement

Employee Engagement & Team Leadership

Build, lead, and engage large, geographically distributed teams across ODCs and locations
Foster a culture of high performance, ownership, and employee satisfaction — with a strong pulse on team morale and retention

Client Engagement & Stakeholder Management

Manage and grow senior client relationships across CxO level down to delivery, procurement, and vendor management leads
Act as the primary escalation point and trusted partner for the client — driving proactive engagement, expectation management, and a genuine Client Service mindset
Navigate complex stakeholder landscapes with confidence, diplomacy, and strong communication

Delivery & Governance

Ensure consistent achievement of commercial, delivery, and operational targets set by the organisation — including revenue, margins, SLAs, CSAT, and utilisation goals
Establish and drive strong governance frameworks — identifying and acting on both lead and lag indicators across delivery, demand/fulfilment, ODC health, client satisfaction, and employee engagement
Produce diligent, insightful reporting on account health across all dimensions — delivery, operations, client and employee satisfaction

Experience Required

15+ years of experience in IT services / technology delivery, with significant time in senior, client-facing Delivery Manager roles
Demonstrated experience managing large delivery programs in the Banking sector — deep domain familiarity is essential
Proven P&L ownership on large accounts (USD 30–50M+), with hands-on experience managing margins, utilisation, billing, invoicing, and payment cycles
Hands-on experience setting up and managing large ODCs — including people, infrastructure, governance, and operational integrity
Strong background in recruitment, resourcing, fulfilment, and onboarding — having built and managed teams of significant scale
Demonstrated success engaging and managing senior client stakeholders at CxO level as well as ground-level delivery and procurement leads

Skills & Attributes

Leadership: Proven leadership traits with the ability to inspire, manage, and retain large distributed teams
Delivery & Project Management: Strong technology background with sharp delivery and project management skills
Commercial Acumen: Deep understanding of account operations, P&L levers, and commercial dynamics in an IT services context
Stakeholder Management: Equally strong with internal leadership and client-side stakeholders at all levels
Communication & Negotiation: Excellent communicator and negotiator — articulate, persuasive, and a compelling storyteller
Governance & Reporting: Highly diligent in governance — knows how to define, track, and act on the right lead and lag indicators; produces clear, credible reporting on account health
Client Service Mindset: Puts client outcomes first, manages expectations proactively, and builds trust through consistency and delivery

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