The Director – India Operations serves as the primary India-based operational leader for service delivery functions, ensuring alignment between client expectations, global delivery objectives, and India execution capabilities. The role is accountable for client delivery excellence, workforce utilization, chargeability, operational efficiency, and productivity metrics that directly contribute to India profitability. The incumbent partners closely with the Managing Director - India, US Tower Leaders and HR – India, to strengthen delivery capabilities, organizational effectiveness, employee engagement, workforce productivity, and client success while supporting the continued growth and maturity of the India organization.

Essential Functions:

Service Delivery Leadership:

- Provide leadership across all India-based delivery functions including Service Desk, Deskside Support, Cloud &
- Infrastructure Operations, ITAM, Analytics, and Cross Functional Services.

- Ensure delivery excellence across all supported client engagements.

- Drive achievement of SLAs, KPIs, quality metrics, and client satisfaction objectives.

- Ensure adherence to security, compliance, audit, and client contractual requirements.

- Build scalable delivery frameworks to support future business growth.

Client Delivery Governance:

- Serve as the senior India-based operations leader supporting client delivery governance.

- Participate in client operational reviews, governance meetings, and service improvement initiatives.

- Partner with US Tower Leaders and Client Executives to address delivery challenges and opportunities.

- Lead resolution of operational escalations impacting service delivery.

- Drive customer satisfaction and retention through consistent service excellence.

Operational Efficiency &

- Profitability Support:

- Drive operational levers that influence profitability and margin performance.

- Own organizational metrics including:

- Chargeability

- Utilization

- Productivity

- Delivery Efficiency

- Resource Allocation

- Capacity Utilization

- Identify opportunities for automation and process optimization.





- Improve operational effectiveness through workforce planning and resource utilization strategies.

- Support India profitability objectives through cost-conscious delivery management.

Resource Capacity Planning &

- Workforce Productivity

- Lead operational capacity planning across delivery functions.

- Forecast delivery resource requirements in partnership with US Tower Leaders and HR India.

- Drive workforce utilization, chargeability, and productivity improvements.

- Ensure appropriate staffing alignment against client demand and delivery commitments.

- Partner with HR India and Talent Acquisition teams on resource fulfillment requirements.

- Monitor resource allocation, and deployment effectiveness.

- Provide operational inputs to workforce planning and organizational growth initiatives led by HR and India leadership.

Strategic Partnership &

- Cross-Functional Collaboration

- Provide administrative leadership and local operational oversight for India-based shared capability functions including Knowledge Management, Training &
- Development, Quality, AI Center of Excellence (CoE), and other emerging operational excellence functions.

- Partner with HR India to build a high-performing, engaged, and scalable workforce.

- Collaborate with Facilities, Finance, Talent Acquisition, and Global Leadership teams to support operational excellence.

- Support organizational initiatives that strengthen employee experience and workplace culture.

- Act as a key member of the India Leadership Team contributing operational insights and recommendations.

Process Improvement &

- Transformation

- Drive continuous improvement and operational maturity initiatives.

- Identify opportunities to leverage automation, AI,



ITSM best practices, and process optimization.

- Improve service quality, efficiency, and scalability.

- Champion innovation that enhances both client experience and operational performance.

Leadership &

- Team Development

- Mentor and develop operational leaders and managers.

- Build a culture of accountability, collaboration, customer focus, and continuous improvement.

- Create succession pipelines within the delivery organization.

- Promote Bell Techlogix values and leadership behaviors.

Reporting &

- Analytics

- Establish operational dashboards and governance reviews.

- Deliver periodic operational performance reports to the Managing Director and US Tower Leaders.

- Utilize data-driven decision making to improve delivery outcomes.

- Monitor service health, operational efficiency, workforce productivity, and customer experience metrics.

Required Education, Knowledge, and Experience:

- Bachelor’s degree in computer science, Information Technology, or a related field.

- 18+ years of progressive experience in IT service delivery and operations management.

- Proven track record of leading and managing large, multi-functional teams in an offshore environment.

- Robust understanding of ITIL, ITSM, Service Delivery, Cloud Operations, Infrastructure Services, ITAM and Analytics.

- Demonstrated success leading offshore/global delivery environments.

- Strong client-facing and stakeholder management skills.

- Experience driving utilization, productivity, chargeability, and operational excellence programs.

- Excellent communication, leadership, and analytical capabilities.

- ITIL or related certifications preferred.

- Ability to work effectively in a fast-paced, dynamic environment.

Conditions of Employment:

- Must successfully pass pre-employment (post offer) background check and drug screen.

Physical, Mental Requirements and Work Environment:

- Work on a computer as per the statutory guidelines.

- Listening and speaking on a phone for long periods of time.

Equipment Used:

- Computer

- Phone

📌 Director of Operations (Hyderabad)
🏢 Bell Techlogix India
📍 Hyderabad