Operational Manager - L4

Job Description

Delivery Area Lead

Managed Cloud Services - India Offshore Delivery

DEPARTMENT Managed Cloud Services LOCATION India (offshore delivery; multi-location scope)

ROLE LEVEL Senior leadership / Director-equivalent REPORTING TO Global / Regional Managed Cloud Services Leadership

PEOPLE SCOPE Managers, technical leads and multi-skilled cloud operations teams EMPLOYMENT TYPE Full-time

Role Purpose

The Delivery Area Lead (DAL) is accountable for end-to-end leadership of India offshore delivery for Managed Cloud Services. The role ensures delivery excellence, financial discipline, stakeholder confidence, organizational capability, service maturity and business continuity while representing India delivery in local and global leadership forums. The DAL converts global business priorities into an executable people, capacity, governance and transformation agenda.

Key Accountabilities

• Organization and People Leadership
• Own the organization structure, capacity model, spans of control, succession coverage and workforce plan in line with demand forecasts and growth priorities.
• Lead, coach and develop managers and technical leaders; establish clear objectives and support performance, promotion and talent-calibration processes.
• Drive experienced, lateral, campus and trainee hiring, including requisition validation, internal mobility, fitment decisions and permanent-versus-subcontractor choices.
• Build an inclusive, high-performance culture through town halls, pulse sessions, skip-level connects, recognition, wellbeing and retention interventions.
• Create certification, cross-skilling, leadership-development and AI-adoption roadmaps for critical Managed Cloud capabilities.
• Delivery Excellence and Customer Outcomes
• Ensure reliable delivery across cloud operations and managed services, with clear ownership of SLA/KPI performance, service quality, capacity and customer health.
• Chair or support weekly operational governance, monthly service reviews, quarterly business reviews and executive governance forums.
• Lead resolution of critical incidents, customer escalations, resource conflicts and cross-functional delivery risks; ensure corrective and preventive actions are sustained.
• Oversee onboarding, transitions, service standardization, operating-model maturity and continuous improvement across global and regional engagements.
• Stakeholder and Global Leadership
• Act as the senior India delivery interface for global service owners, regional delivery leaders, business units, Finance, HR, PMO and customer leadership.
• Represent India delivery in strategy, growth, transformation, service-roadmap and operational-review forums.
• Build trusted stakeholder relationships, maintain transparent communications and influence decisions on offshore growth, investment and capability expansion.
• Prepare leadership presentations, executive updates, service reviews and crisis communications.
• Financial and Commercial Governance
• Own annual budgeting, quarterly forecasting, cost-center governance, cost optimization and investment decisions for the delivery area.
• Monitor revenue, margin, utilization, billable versus non-billable deployment and resource chargeability; address leakage and billing disputes.
• Govern overtime, shift allowances and special payments in accordance with policy and business need.
• Support pricing, rate-card reviews, resource costing, RFPs, business cases, solutioning and customer presentations.
• Risk, Compliance and Business Continuity
• Maintain an active risk register covering skill concentration, capacity gaps, attrition, SLA exposure, security, compliance, infrastructure disruption and major incidents.
• Ensure business-continuity and disaster-recovery readiness through backup ownership, cross-skilling, critical-role succession and tested escalation paths.
• Coordinate India-specific workplace, attendance, labor-law, facility and local compliance requirements with the relevant functions.
• Ensure audit evidence, SOPs, service catalogues, RACI matrices, handover documents and organizational repositories remain current and accessible.
• Technology, Automation and Transformation
• Provide strategic technical governance and participate in architecture reviews, technical due diligence, major escalations and transition approvals.
• Shape automation, AI, productivity, platform transformation and cloud-strategy initiatives; track benefits and adoption.
• Drive service maturity roadmaps, common standards and reusable best practices across locations, customers and service lines.
  
  

Experience And Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology or a related discipline; MBA or equivalent business qualification is advantageous.
• Typically 15+ years of experience in IT infrastructure, cloud operations, SAP managed services or enterprise managed services, including 5+ years in a senior delivery leadership role.
• Demonstrated ownership of large, multi-customer or multi-service delivery organizations, preferably in an India offshore / global delivery model.
• Strong understanding of managed cloud operating models, service governance, ITIL practices, incident/problem/change management, transitions and service-level management.
• Commercial acumen across budgeting, forecasting, utilization, margin, pricing, invoicing and workforce-cost decisions.
• Experience working with global stakeholders and customers across cultures, time zones and matrix organizations.
• Working knowledge of cloud platforms, SAP landscapes, automation, observability, security/compliance and AI-enabled operations is desirable.
• ITIL 4, cloud certifications (Microsoft Azure, AWS or Google Cloud), SAP certifications, PMP/PRINCE2 or Lean Six Sigma are advantageous.
  
  

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For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: BhanuChander Ch

Recruiter Email ID: [email protected]

NTT DATA Business Solutions is a fast-growing international IT company and one of the world’s leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.