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Job Description
- As a Senior Operations Manager at Infoya, a global IT consulting and services organization, you will play a pivotal role in leading and managing the end-to-end operations of our IT Offshore Delivery Center. Your primary focus will be on ensuring efficient service delivery, enhancing team productivity, ensuring client satisfaction, and upholding global operational standards. In this dynamic and challenging role, you will need to bring a blend of strategic oversight, effective people leadership, robust process governance, and a commitment to delivery excellence within a fast-paced, global IT environment.
Your key responsibilities will include overseeing the daily operations of the offshore IT delivery center, ensuring smooth project executions and support activities across different functions. You will be tasked with managing SLAs, KPIs, and operational metrics to uphold service excellence. Furthermore, you will be expected to implement and drive operational best practices to optimize cost, efficiency, and scalability, while also leading budgeting, resource planning, and infrastructure management for the center.
In terms of people and performance leadership, you will be responsible for managing a diverse cross-functional team comprising delivery managers, technical leads, engineers, and support staff. Your role will involve fostering a culture of accountability, high performance, and continuous improvement. Additionally, you will oversee workforce planning, recruitment, onboarding, and talent development strategies, conducting regular performance reviews and supporting career growth paths aligned with organizational objectives.
As the senior point of contact for client escalations and offshore delivery performance, you will engage closely with onshore stakeholders, account managers, and global delivery heads to align objectives and mitigate delivery risks. Effective communication with stakeholders on project status, risks, and mitigation plans will be crucial for success in this role.
Ensuring adherence to internal quality standards, security policies, and compliance frameworks such as ISO and CMMI will be a key aspect of your role. You will be expected to drive continuous improvement initiatives using Lean, Six Sigma, or Agile practices, while establishing and maintaining documentation, reporting, and dashboards for transparent operational governance.
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To qualify for this position, you should hold a Bachelor's degree in Computer Science, Engineering, or a related field (Masters preferred) and have over 15 years of experience in IT service delivery, with at least 7 years in an operations or general management capacity. A proven track record of managing offshore/nearshore delivery centers for global IT or consulting firms is essential, along with strong leadership, communication, and conflict-resolution skills. Experience working with cross-cultural, multi-location teams in a matrix organization is highly desirable, as well as proficiency in presentation, MS PowerPoint, and other reporting platforms. Possessing certifications such as PMP, ITIL, or Six Sigma will be an added advantage.
Joining Infoya offers you the opportunity to lead a strategic global function in a fast-growing, high-impact environment, work with prestigious clients across various industries and geographies, and drive innovation and transformation at the core of IT operations.,
Skills
It ConsultingItilIT Service DeliveryConflictResolutionBudgetingQuality StandardsInfrastructure ManagementTalent DevelopmentCompliance FrameworksSix SigmaPeople Performance LeadershipLeadershipAgile PracticesGeneral ManagementSecurity PoliciesResource PlanningCommunicationLeanWorkforce PlanningOperations ManagementRecruitmentClient Stakeholder EngagementProcess ComplianceCrosscultural Team ManagementIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
23 Oct 25, 05:45 PM IST
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