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

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

Skill Requirements

Governance & Transformation

- Establish strong 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
- Solid stakeholder management at executive level

Must Have Skill

Accounting and Reporting - FP&A;

Good to Have Skill

Other Requirements

📌 Service Delivery Director (DPO) (Chennai)
🏢 HCLTech
📍 Chennai