Director of Delivery Operations & Business Administration- IT Services

Job Description

Job Description: Director of Delivery Operations & Business Administration (IT Services) Location: Hyderabad, India Compensation: INR 45 - 70 LPA Experience Required: 15+ years About the Role: Bourntec Solutions is seeking an accomplished and dynamic leader to take on the critical role of Director of Delivery Operations & Business Administration for our IT Services function in Hyderabad. This pivotal position demands not only exceptional operational expertise in IT service delivery but also a robust understanding of financial management and the ability to oversee broader administrative and operational aspects of the business, akin to a Chief Operating Officer. The successful candidate will be instrumental in ensuring operational excellence across all service lines, driving financial performance, enhancing customer satisfaction, and optimizing internal business processes to support scalable growth. Key Responsibilities: 1. IT Service Delivery Leadership & Excellence: Lead and manage the end-to-end delivery of IT services, ensuring projects are delivered on time, within budget, and to the highest quality standards across various service lines (e.g., software development, cloud services, managed services, consulting). Establish and continuously refine robust delivery methodologies, processes, and best practices to optimize efficiency, quality, and predictability. Monitor and analyze key performance indicators (KPIs) for delivery, identify areas for continuous improvement, and implement data-driven corrective actions. Drive a culture of accountability, quality, and unwavering customer-centricity within all delivery teams. Collaborate seamlessly with sales, presales, and solutions teams to ensure smooth transition from opportunity to successful delivery. Act as a senior escalation point for critical delivery-related issues, fostering strong client relationships and ensuring exceptional client satisfaction. Oversee strategic resource planning, optimal allocation, and utilization across multiple projects and service lines to maximize efficiency and profitability. Implement and enforce comprehensive risk management strategies for all delivery engagements, proactively identifying and mitigating potential issues. 2. Financial Management & P&L Ownership: Assume full ownership of the financial performance of the IT services delivery unit, including revenue generation, cost management, and overall profitability (P&L responsibility). Develop, manage, and optimize budgets, forecasts, and financial plans for delivery operations, aligning with company-wide financial objectives. Monitor project and service line profitability in detail, identify variances, and implement proactive strategies to optimize margins and drive revenue growth. Oversee contract management, billing, and invoicing processes, ensuring accuracy, compliance, and timely collections. Identify and implement cost-optimization initiatives and efficiency improvements across delivery operations without compromising service quality or client satisfaction. Provide insightful financial reports and analysis to senior leadership, highlighting key trends, risks, and opportunities. Demonstrate a deep understanding of financial statements (P&L, Balance Sheet, Cash Flow) and their direct implications for operational strategy and decision-making. Expertise in various IT service pricing models, detailed cost estimations, and the financial structuring of complex IT service contracts. 3. Business Administration & Operational Oversight (COO-like Functions): Process Optimization: Oversee the design, implementation, and continuous improvement of core internal business processes beyond just delivery, including areas like HR operations, IT infrastructure management, internal communications, and general administrative workflows. Cross-Functional Alignment: Work closely with leaders across all departments (e.g., HR, Finance, IT, Sales, Marketing) to ensure departmental goals and operations are aligned with the overall company strategy and foster seamless collaboration. Policy & Compliance: Assist in the development, implementation, and enforcement of company-wide policies and procedures to ensure operational efficiency, compliance with regulations, and a positive company culture. Resource Management (Enterprise-wide): Contribute to the strategic allocation and optimization of company-wide resources (human capital, technology, facilities) to support overall business objectives and scalability. Vendor & Partner Management (Strategic): Manage and optimize relationships with key strategic vendors and partners, ensuring favorable terms and efficient support for overall business operations. Reporting & Data Analytics: Establish robust reporting mechanisms and leverage data analytics to provide senior leadership with comprehensive insights into operational performance across the organization. 4. Strategic Leadership & Organizational Growth: Act as a key contributor to the overall strategic planning and long-term vision of Bourntec Solutions' IT services division, identifying market opportunities and growth avenues. Drive initiatives for service portfolio expansion, operational automation, and the adoption of cutting-edge technologies to enhance delivery capabilities and overall business efficiency. Stay abreast of industry trends, market dynamics, competitive landscapes, and regulatory changes to inform strategic and operational decisions. Mentor, develop, and inspire a high-performance leadership team across delivery and contribute to broader organizational talent development initiatives. Participate actively in business development activities, including client presentations, proposal reviews, and strategic partnership discussions, leveraging deep operational and financial acumen. 5. Team Leadership & Talent Development: Lead, motivate, and manage a diverse team of delivery managers, project managers, technical leads, and potentially administrative support staff. Responsible for talent acquisition, performance management, career development, and succession planning within the delivery organization and contributing to broader talent strategies. Foster a collaborative, inclusive, and engaging work environment that encourages innovation, continuous learning, and professional growth. Required Skills & Qualifications: Bachelor's degree in Computer Science, Engineering, Business Administration, Finance, or a related field. Master's degree or MBA from a reputable institution is highly preferred. 15+ years of progressive experience in the IT Services industry, with a minimum of 5-7 years in a senior leadership role overseeing significant delivery operations and demonstrating broader business oversight. Proven track record of success in managing a P&L, including demonstrable expertise in budgeting, forecasting, cost control, revenue optimization, and financial reporting within an IT services context. Extensive experience in optimizing business processes, leading cross-functional initiatives, and driving administrative efficiency across multiple departments. Exceptional understanding and practical application of project management methodologies (Agile, Waterfall, Hybrid) and relevant certifications (PMP, CSM, SAFe) are a strong plus. Proficiency in utilizing advanced project management tools, ERP systems, and delivery management platforms. Superior leadership, executive-level communication (written and verbal), and interpersonal skills with the ability to influence, negotiate, and collaborate effectively with all levels of stakeholders, including C-suite executives and clients. Strong strategic thinking, analytical, problem-solving, and decisive decision-making abilities. Demonstrated ability to thrive in a fast-paced, complex, and evolving business environment, managing multiple strategic priorities simultaneously. Extensive experience in client relationship management, contract negotiation, and complex stakeholder management. Prior experience working in a global delivery model and managing geographically distributed teams is highly desirable.