Job Description

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
• Strong stakeholder management at executive level

Other Requirements