Job Description

Job Summary

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GCC Delivery Lead - Job Description

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About the Role

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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.

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Responsibilities:

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- Work from the Customer GCC (Global Capability Center) Location
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- Identify areas of growth and understand upsell/cross-sell service line offerings from the to the Customer
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- Primary operational interface for the customer from offshore, leading governance, managing escalations, aligning priorities, and driving continuous improvement across the service.
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- Drive service transformation initiatives that improve customer experience, operational efficiency, and long-term delivery sustainability
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- Influence account strategy by identifying service risks, improvement opportunities, and investment priorities that strengthen the operating model
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- Ensure successful execution of mid-to-large scale programs with coordination across offshore and onsite teams.
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- Manage delivery units ranging from /$5M–$15M with team sizes of at least 100+ professionals.
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- Experience in managing support/transformation programs on enterprise applications like SAP/S4HANA, Data/AI Implementation programs
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- Drive and implement best-in-class practices in the Customer GCC.
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- Resolve day-to-day delivery impediments with a hands-on, solution-oriented approach.
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- Stay updated on digital trends such as SRE, automation, predictive analytics, AI, and DevOps.
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- Collaborate with various capability units within the organization for any support/technical interventions
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- Identify and onboard offshore talent and support coaching and mentoring
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- Support career development, mentoring, and servant leadership practices.
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- Facilitate integration of offshore teams with onsite and customer teams meetups, upskilling, and cross-skilling initiatives.
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- Track/reporting of operational parameters - Revenue, margin, utilization etc., for assigned programs/accounts
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- Manage offshore delivery operations and coordinate with internal stakeholders and onsite teams for reporting.
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Qualifications

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

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- Program & Project Management
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📌 Portfolio Delivery Director (Tamil Nadu)
🏢 HCLTech
📍 Tamil Nadu