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
