Sub Capability Head-H(DPO)

Experience: 18 to 25 years

Location: Chennai, India

Skills: SAP, Finance &

- Accounting, ITSM, AI, GenAI

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 robust 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

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

Skill Requirements null

Other Requirements null

📌 Sub Capability Head H(DPO) (India)
🏢 HCL Technologies
📍 India