Sr. Director, Head of Delivery Center Operations and Performance Management

Grant Thornton
Austin, Dallas, Houston, Oklahoma City, Bellevue, Los Angeles, Phoenix, Salt Lake City, San Diego, San Francisco, San Jose, Baltimore, Philadelphia, Pittsburgh, Chicago, Cincinnati, Cleveland, Denver, Kansas City, Milwaukee, Minneapolis, Wichita, Boston, Hartford, New York, Atlanta, Charlotte, Columbia, Orlando, Raleigh
Workplace: HybridFull timeUSD 187,000 - 312,500 annuallyFunction: Transportation & Fleet OperationsExperience: 12+ yearsEducation: bachelorsSkills: ["Executive influencing","Communication","Presentation","Collaboration","Process orientation"]

Lead operations and performance management for a Global Delivery Center (GDC) ecosystem across EMEA, APAC, and LATAM. Own the operations hub, drive KPI/scorecard management, budget planning, cost optimization, and recurring forecasts, and partner with finance on operating plans and offshore expense management. Build governance and the GDC Operations Playbook, enabling scalable workforce growth to 10,000+ resources while aligning senior stakeholders through structured business reviews.

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Grant Thornton
Grant Thornton
6 days ago

Sr. Director, Head of Delivery Center Operations and Performance Management

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Job Summary

Lead operations and performance management for a Global Delivery Center (GDC) ecosystem across EMEA, APAC, and LATAM. Own the operations hub, drive KPI/scorecard management, budget planning, cost optimization, and recurring forecasts, and partner with finance on operating plans and offshore expense management. Build governance and the GDC Operations Playbook, enabling scalable workforce growth to 10,000+ resources while aligning senior stakeholders through structured business reviews.
Location: Austin, Dallas, Houston, Oklahoma City, Bellevue, Los Angeles, Phoenix, Salt Lake City, San Diego, San Francisco, San Jose, Baltimore, Philadelphia, Pittsburgh, Chicago, Cincinnati, Cleveland, Denver, Kansas City, Milwaukee, Minneapolis, Wichita, Boston, Hartford, New York, Atlanta, Charlotte, Columbia, Orlando, Raleigh
Workplace: Hybrid
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Sr. Director level

Key Responsibilities

  • •Lead development of an Operations Hub supporting operations and performance management across delivery centers.
  • •Manage operational metrics tied to financial outcomes, budget planning, cost optimization, and integration targets.
  • •Lead annual operating plans, recurring forecasts, and monthly business performance reviews for delivery centers.
  • •Partner with finance to develop and manage annual budgets, operational forecasts, and offshore center expenses to maximize cost efficiency.
  • •Establish stakeholder governance (e.g., SteerCo’s and recurring reviews) and develop a GDC Operations Playbook (operating model, contract/invoice management, KPIs, knowledge management, workforce planning).

Pay and Benefits

Salary: USD 187,000 - 312,500 annually
Perks:Health InsuranceDentalVision401kPaid LeaveEmployee Assistance

Key Requirements

  • •Bachelor’s degree in IT, Business, or a related field; MBA preferred.
  • •12+ years of experience in IT service delivery, shared services, global operations, or managed services environments.
  • •Proven track record running operations and performance management across global delivery centers for multiple regions.
  • •Strong understanding of delivery center operations, KPIs/scorecards, and onshore/nearshore/offshore delivery models (including integrating operations across delivery centers).
  • •Fluent, professional English and strong executive communication, presentation, and influencing skills.
Experience:12+ yearsIT servicesShared servicesGlobal operationsManaged services
Education:Bachelor's in IT, Business, or another related field
Skills:Executive influencingCommunicationPresentationCollaborationProcess orientation
Languages:English

Company Brief

Grant Thornton
Global accounting and advisory network providing audit, tax, and consulting services to businesses, public sector entities, and private clients across industries through independent member firms operating under the Grant Thornton brand.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: London, United Kingdom
WebsiteLinkedIn