Job Summary

GCC Delivery Lead -

About the Role

Responsibilities include leading AD/AMS delivery programs from offshore, managing geographically distributed teams across multiple delivery models, and ensuring service stability, operational performance, SLA/KPI attainment, and customer satisfaction.

Responsibilities:

- Work from the Customer GCC (Global Capability Center) Location
- Identify areas of growth and understand upsell/cross-sell service line offerings from the to the Customer
- Primary operational interface for the customer from offshore, leading governance, managing escalations, aligning priorities, and driving continuous improvement across the service.
- Drive service transformation initiatives that improve customer experience, operational efficiency, and long-term delivery sustainability
- Influence account strategy by identifying service risks, improvement opportunities, and investment priorities that strengthen the operating model
- Ensure successful execution of mid-to-large scale programs with coordination across offshore and onsite teams.
- Manage delivery units ranging from /$5M–$15M with team sizes of at least 100+ professionals.
- Experience in managing support/transformation programs on enterprise applications like SAP/S4HANA, Data/AI Implementation programs
- Drive and implement best-in-class practices in the Customer GCC.
- Resolve day-to-day delivery impediments with a hands-on,



solution-oriented approach.
- Stay updated on digital trends such as SRE, automation, predictive analytics, AI, and DevOps.
- Collaborate with various capability units within the organization for any support/technical interventions
- Identify and onboard offshore talent and support coaching and mentoring
- Support career development, mentoring, and servant leadership practices.
- Facilitate integration of offshore teams with onsite and customer teams meetups, upskilling, and cross-skilling initiatives.
- Track/reporting of operational parameters - Revenue, margin, utilization etc., for assigned programs/accounts
- Manage offshore delivery operations and coordinate with internal stakeholders and onsite teams for reporting.

Qualifications

- 18+ years of experience in IT delivery roles, with a focus on offshore program management.
- Robust communication and coordination skills for managing offshore-onsite interactions.
- Experience managing offshore delivery units of /$5M–$15M with 100+ team members.
- Practical experience in resolving offshore delivery impediments
- Experience managing support transformation programs on enterprise applications - SAP/S4HANA
- Awareness of digital transformation trends such as SRE, automation testing, AI, and predictive analytics.

Required Skills

- Program & Project Management

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