Director, India Operations

Leader, India Delivery Center | Customer Communications Management (CCM)

Job Title

Director, India Operations

Company

BelWo Inc.

Location

Chandigarh, India (on-site)

Reports To

CEO / Executive Leadership Team

Role Type

Full-Time | Senior Leadership

Experience

10-18 years in leadership (IT / software services delivery)

Company Overview

BelWo develops, deploys, and manages Customer Communications Management (CCM) solutions for enterprises and print service providers worldwide. As a solutions-focused partner with deep expertise in CCM, enterprises turn to us to support complex CCM initiatives ranging from smaller-scale document applications to full-scale omni-channel digital experiences. Our mission is to help client companies meet strategic CCM goals, add value to every customer communication, reduce costs, and improve the workflows of mission-critical CCM processes.

BelWo is a technology-led, founder-driven IT services organization. Our India delivery center is a software and technical services operation — not a BPO or contact-center — staffed with engineers, solution architects, and technical delivery talent serving US and global enterprise clients.

Role Overview

BelWo Inc. is seeking an experienced Director of India Operations to lead and scale its India-based software and technical services delivery center. This is a senior executive role with full operational and commercial accountability for BelWo's India operations, spanning technical service delivery, workforce management, P&L; and financial oversight, and organizational development.

The role is a mix of strategic leadership and hands-on execution. The preferred candidate can both lead and roll up their sleeves — comfortable getting into the details of an IT services delivery organization, building and implementing processes, and managing day-to-day operations, while credibly engaging with engineering and technical delivery teams.

The Director serves as the single point of leadership accountable for all aspects of BelWo's India operations, ensuring the center performs as a high-output global capability aligned with BelWo's client commitments, quality standards, and strategic growth objectives. The Director ensures operations are sustainable, continuously optimized, and competitive in the marketplace, in alignment with market best practices for HR and Finance operations.

This individual partners closely with the CEO and executive leadership team to shape the trajectory of India operations as a core pillar of BelWo's delivery model, and engages directly with BelWo's US and global clients.

Must-Have Requirements

These are hard, non-negotiable criteria. Candidates who do not clearly meet all of the following will not be considered, regardless of overall operations tenure.

1.

IT / software services delivery leadership: a demonstrable track record leading a technical or software services delivery organization (client project delivery, engineering, or IT services) at comparable scale (~100+ FTE). BPO, contact-center, or shared-services operations experience alone does not satisfy this requirement.

2.

Technical fluency: ability to lead, credibly engage, and set standards for software engineering / technical delivery teams, and to converse fluently on delivery, quality, and technology decisions with architects and engineers.

3.

Full P&L; ownership: direct, hands-on ownership of a business-unit or delivery P&L; — including margin, utilization, cost structure,



and profitability — not solely project-level budget management.

4.

External global-client engagement: proven experience owning relationships with external clients (ideally US-based), including delivery accountability, escalation handling, and executive-level client engagement — not internal-stakeholder management only.

5.

Pre-sales and growth support: hands-on experience supporting sales pipelines and pre-sales activities (scoping, staffing, estimation, solutioning) alongside delivery.

6.

Transformation with measurable outcomes: evidence of leading process / capability-maturity transformation end-to-end, with quantified before/after results.

7.

Education: Bachelor's degree in Engineering, Technology, or a closely related technical field. MBA or advanced management degree preferred.

Key Responsibilities Operational Leadership

- Provide executive oversight for all functions of the BelWo India delivery center.

•

Establish governance frameworks, decision-making structures, and performance accountability mechanisms.

•

Ensure operational alignment with BelWo Inc.'s global strategy and business objectives.

•

Build a scalable, disciplined operating model that supports both growth and efficiency.

Technical Service Delivery

- Ensure effective and on-time delivery of all software and technical services provided from India to BelWo's global clients.

•

Monitor delivery performance across engagements for adherence to quality standards, timelines, and client expectations.

•

Partner directly with solution architects and delivery leads to drive successful client engagement execution and technical delivery excellence.

•

Define and maintain operational and delivery metrics (quality, utilization, velocity, SLA/KPI) and reporting cadences.

Client Engagement & Pre-Sales Support

- Own and strengthen relationships with BelWo's external US and global clients, serving as a senior delivery point of contact.

•

Handle escalations, protect client satisfaction, and act as a credible executive counterpart to client leadership.

•

Engage with sales and marketing to understand the pipeline and provide hands-on pre-sales support — scoping, estimation, staffing, and solutioning — with delivery associates.

Workforce Planning & People Management

- Oversee workforce planning and resource allocation across client-facing and internal functions.

•

Maintain appropriate staffing across billable and non-billable roles relative to project demand.

•

Develop and execute hiring strategies aligned with company growth and project pipelines.

•

Partner with HR to build a high-retention culture, develop a leadership bench, and drive succession planning for critical roles.

•

Monitor and maintain adequate bench strength in high-demand technologies to support delivery.

Financial Management & P&L; Ownership

- Own the P&L; for the India center — including revenue enablement, margin, utilization, cost structure, and profitability — with disciplined spend management.

•

Implement financial governance, including approval workflows for unplanned expenditures and budget variances.

•





Oversee monthly invoicing for services delivered from India to BelWo Inc.

•

Provide clear financial reporting and cost transparency to executive leadership on a regular cadence.

•

Establish a competitive rate card for all billable technical roles and optimize overhead to maintain a market-competitive cost structure.

•

Monitor project-portfolio profitability and delivery to ensure effective management across scope and schedule, driving individual project profitability.

•

Act as Director and legal fiduciary for BelWo India — steering strategic vision, executing day-to-day operations, managing finances, ensuring regulatory compliance, and safeguarding stakeholder interests.

Strategic Planning & Growth Enablement

- Develop and execute the India operations strategy in alignment with BelWo's global growth roadmap.

•

Ensure the India center maintains the capabilities needed to support an expanding portfolio of client engagements.

•

Build scalable infrastructure that enables rapid capacity expansion or contraction based on business demand.

Transformation, Training & Capability Building

- Foster a culture of continuous improvement, operational excellence, and service innovation.

•

Lead capability-maturity and process-improvement initiatives end-to-end, with measurable before/after outcomes.

•

Design and implement training and development programs to strengthen technical delivery capabilities.

•

Drive collaboration across delivery teams, architects, support functions, and leadership to evolve service offerings and internal processes.

Governance, Compliance & Reporting

- Implement governance frameworks encompassing performance metrics, management reporting, and structured operational reviews.

•

Ensure full compliance with company policies, local regulatory requirements, and financial controls.

•

Deliver regular reporting to BelWo Inc. leadership on operational performance, financial health, and workforce metrics.

Preferred Qualifications & Experience****Professional Background

- 12–18 years of progressive operations leadership in IT services, technology consulting, or software/technology-enabled services.

•

Prior experience with founder-led organizations in the US and managing India-based delivery centers or Global Capability Centers (GCCs) for technical/software delivery.

•

Demonstrated success overseeing multi-function operational teams across delivery, HR, finance, and support functions.

•

Established track record with international clients and cross-border service delivery models.

•

Exposure to CCM, document/omni-channel, or comparable enterprise software domains is an advantage.

Leadership & Management

- Proven experience leading teams of 50–200+ professionals in a global, delivery-driven environment.

•

Strong background in operational governance, resource planning, and performance management.

•

Ability to align cross-functional teams around shared business strategy and outcomes.

•

Ability to travel domestically and internationally on a regular cadence.

Financial & Operational Acumen

- Hands-on experience managing operational budgets and P&L; in a services context.

•

Familiarity with cost management, intercompany invoicing, and executive financial reporting.

•

Robust organizational planning and process management capabilities.

Education

- Bachelor's degree in Engineering, Technology, Business Administration, or a related field (required; technical field strongly preferred).

📌 Director of Operations (Gurugram)
🏢 BelWo
📍 Gurugram