Director, Operations (Enterprise Tech Support)

The Role:

We are looking for a strategic and visionary leader to join our team as Director – Service Delivery for a global technology client.

This role is pivotal in driving enterprise-level support delivery, ensuring operational excellence, client satisfaction, and business growth. Acting as the primary liaison between external clients and internal teams, the leader will ensure alignment with contractual obligations and deliver exceptional service quality.

Essential Job Elements:

• Strategy and Domain expertise : Develop and implement strategic plans for enterprise technical support team, in alignment with client Imperatives, market study and benchmarking, to enhance service quality and customer satisfaction.
• Intelligence and Direction : Market research capabilities and analytical approach to business. Create and execute Annual Strategy of the program and giving direction to operations and support functions.
• Go to market and impact assessment : Collaborate with Accounts teams across geographies to support and drive business expansion.
• Innovation & Value Addition : Competency building and continuous improvement initiatives using GenAI led transformation.
• P&L Ownership : Manage topline and bottom line of a large operation through strategic and timely interventions, governance and controls.
• Team Management : Oversee a large, high-performing team. Provide vision and leadership with a data-driven approach
• Client Satisfaction : Consistently exceed customer VOC building strong client relationships and ensuring high levels of performance and engagement with clients across all levels.
• Compliance : Ensure full compliance with client-specific regulatory requirements and internal standards.

Profile and Experience:

• Experience : 15+ years in operations within the Tech/IT industry, with deep expertise in managing large scale enterprise technical support, with deep domain familiarity, market and competition along with industry trends
• Industry Knowledge : Strong understanding of technical support trends, emerging technologies, and industry best practices.
• Leadership : Ability to provide vision and strategic direction, successfully having led large cross-cultural teams.
• Performance Management : Demonstrated ability to stabilize and improve performance through governance measures, proactive interventions and actions on RCA’s.
• Business Growth : Track record of scaling up operations through stakeholder management, consistent high performance and market intel
• Stakeholder Engagement : Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities. Should have executive presence and ability to present to ELT
• Analytical Acumen : Ability to streamline complex processes and make data-driven decisions Identifying risks early and creating mitigation plans to address them