Global Delivery Center Ops & Performance Director

Grant Thornton; Boston (MA); Hybrid; USD 187,000 - 313,000; Full time

Benefits offered by this job

Hybrid work model

In‑person collaboration

Job summary

Grant Thornton is seeking a Senior Director of Delivery Center Operations and Performance Management to lead the GDC ecosystem across EMEA, APAC, and LATAM, driving budget planning, KPIs, and forecasting with a target of expanding to 10,000+ resources.

The role requires deep expertise in global delivery operations, financials, and high-level executive collaboration, with a strong bias toward execution and an outstanding executive presence.

Qualifications

• Bachelor's degree in IT, Business or related field; MBA preferred.
• 12+ years of experience in IT service delivery, shared services, global operations, or managed services.
• Proven track record in running operations and performance management across global delivery centers for multiple regions.
• Strong understanding of day-to-day operations of delivery centers, KPIs and scorecards, delivery models.
• Excellent communication, presentation, and executive-level influencing skills.
• Hands-on leader with strategic thinking and execution bias.
• Fluent and professional English—verbal and written.
• Experience in high-growth environments with large-scale ramp-ups (5,000–10,000+ resources).

Responsibilities

• Lead development of the Operations Hub supporting operations and performance management across delivery centers.
• Manage operational metrics with financial outcomes, budget planning, cost optimization, and integration targets.
• Lead annual operating plans, recurring forecasts, and monthly business performance reviews.
• Collaborate with finance to develop annual budgets and forecasts for offshore centers.
• Establish governance with SteerCo and quarterly reviews to communicate progress.
• Develop the GDC Operations Playbook covering operating model, contracts, invoicing, KPIs and workforce planning.
• Other duties as assigned.

Skills

IT delivery

Global operations

Performance mgmt

Executive presence

Budgeting

Stakeholder mgmt

Forecasting

Education

Bachelor's degree

MBA preferred

Job description

Grant Thornton is seeking a Senior Director of Delivery Center Operations and Performance Management to lead the GDC ecosystem across EMEA, APAC, and LATAM, driving budget planning, KPIs, and forecasting with a target of expanding to 10,000+ resources.

The role requires deep expertise in global delivery operations, financials, and high-level executive collaboration, with a strong bias toward execution and an outstanding executive presence.