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An excellent opportunity to join us as Associate Director, Regional Operations – APAC to be based in India (Hyderabad or Noida) to lead our APAC-based delivery teams supporting global clients within our Infrastructure Managed Services organization.
Operating in a shared-service delivery model, these teams support multiple customers and work closely with globally distributed Heads of Technology Towers (Digital Workplace, Hybrid Cloud Infrastructure, Network & Security Services).
The Senior Manager will act as the local operational leader for APAC, responsible for people leadership, service delivery performance, delivery productivity, and financial efficiency of the organization. The role ensures that local teams operate at high levels of productivity, utilization, service quality, and cost discipline, contributing directly to the financial performance and margin of the managed services business.
The ideal candidate is a strong people leader with deep experience in IT infrastructure managed services, including virtualization, hyperscale cloud, backup solutions, networking, enterprise collaboration platforms, and endpoint management. The candidate must have experience working in international service delivery environments and possess a strong understanding of workplace cultures, labor regulations, and operational practices in India and the Philippines.
Key Responsibilities:
1. People Leadership & Organizational Development
Lead, coach, and develop local operations teams supporting multiple global clients.
Build and maintain a high-performing delivery organization through strong leadership, mentorship, and capability development.
Drive employee engagement, career development, performance management, and succession planning.
Foster a culture of accountability, collaboration, continuous improvement, and operational excellence.
Ensure compliance with company values, HR policies, and local labor and regulatory requirements.
Partner with Talent Acquisition and HR to support strategic workforce planning, recruitment, and skills development.
2. Financial Ownership, Productivity & Operational Efficiency
Own the financial performance of the local delivery organization, ensuring efficient use of resources and alignment with global financial targets.
Manage operational budgets, workforce costs, and delivery productivity metrics across teams.
Drive delivery productivity and workforce utilization, ensuring teams operate efficiently while maintaining high service quality.
Implement and monitor operational performance indicators such as utilization, ticket throughput, cost efficiency, and service productivity.
Lead capacity planning, workforce optimization, and skill allocation to balance service demand with operational cost efficiency.
Identify opportunities to increase automation, improve operational efficiency, reduce delivery costs, and improve service margins.
Partner with Finance and global leadership on forecasting, resource planning, and financial performance reviews.
Ensure operational decisions support scalable, sustainable, and profitable service delivery.
3. Collaboration with Global Tower Leads
Work closely with globally distributed Heads of Technology Towers to ensure seamless operational execution.
Focus on people leadership, workforce readiness, and operational stability, enabling Tower Leads to concentrate on technical strategy and service excellence.
Ensure teams consistently meet KPIs, SLAs, delivery productivity targets, and customer commitments.
Coordinate workload planning, operational priorities, and workforce allocation with Tower Leads.
Provide local operational insight and workforce context to support global strategic decision-making.
4. Service Delivery & Operational Excellence
Ensure consistent delivery of high-quality infrastructure managed services to global customers while maintaining strong productivity and operational efficiency levels.
Oversee adherence to ITIL-based operational processes, including incident, problem, change, and request management.
Monitor service performance metrics including SLA compliance, productivity indicators, and delivery efficiency.
Identify and address operational inefficiencies that impact service quality, delivery performance, or financial outcomes.
Drive continuous improvement initiatives, including automation adoption and service optimization.
Ensure compliance with customer contracts, operational commitments, and internal governance standards.
5. Cross-Functional & Customer Engagement
Act as the primary local leadership point of contact for workforce or operational escalations.
Build strong partnerships with HR, Talent Acquisition, Finance, and global delivery leadership.
Support customer governance meetings, service reviews, and escalation management when local leadership presence is required.
Provide local operational insights to support customer satisfaction, service improvements, and delivery transparency.
Required Qualifications & Skills
20+ years of experience in IT infrastructure operations, managed services, or service delivery.
Minimum 5 years in a leadership or people management role.
Strong technical background in IT infrastructure services, including:
o Virtualization platforms (VMware, Hyper-V)
o Hyperscale cloud platforms (Azure, AWS, GCP)
o Backup and recovery solutions
o Networking fundamentals
o Endpoint management (Intune, SCCM, or other MDM platforms)
Demonstrated success managing teams in a global or multinational service delivery environment.
Experience managing delivery productivity metrics, workforce utilization, and financial
performance of service delivery teams.
Strong understanding of labor laws, regulatory requirements, and workplace culture in India and
the Philippines.
Proven ability to collaborate effectively with globally distributed leadership teams.
Excellent written and verbal communication skills in English.
Strong problem-solving ability and the capacity to operate effectively in fast-paced, high-pressure
environments.
Preferred Qualifications
Experience in shared-service or global delivery centre environments.
ITIL certification (Foundation or higher).
Experience supporting enterprise customers or regulated industries.
Background in operational transformation, automation, or continuous improvement initiatives.
Exposure to financial management of service delivery organizations, including cost optimization and margin improvement.
What We Offer
Opportunity to lead and shape a strategic delivery organization in APAC supporting global clients.
Collaborative environment with international exposure and multicultural teams.
Opportunity to drive operational excellence, delivery productivity, and organizational impact within a growing global managed services organization.
Competitive compensation and benefits package.
