Senior Global Delivery Center Ops & Performance Director

Grant Thornton; Oklahoma City (OK); On-site; USD 187,000 - 313,000; Full time

Job summary

Grant Thornton seeks a Senior Director of Delivery Center Operations and Performance Management to oversee global delivery center operations and performance analytics. The role focuses on budget planning, forecasting, cost optimization, and KPI management across EMEA, APAC, and LATAM with a 10,000+ resource target.

The candidate should have 12+ years in IT service delivery or managed services, strong executive presence, and proven ability to influence senior leadership while driving operational

Qualifications

• Bachelor’s degree in IT, Business or another related field; MBA preferred.
• 12+ years of experience in IT service delivery, shared services, global operations, or managed services environments.
• Proven track record in running operations and performance management across global delivery centers for multiple regions; spent considerable time working in delivery centers overseeing operations and performance management.
• Strong understanding of day-to-day operations of delivery centers, KPIs and scorecards, onshore/nearshore/offshore delivery models, and proven experience of integrating operations across delivery centers.
• Good communication, presentation, and executive-level influencing skills.
• Should be a hands-on leader with strategic thinking and a strong bias towards execution.
• Fluent and professional English—verbal and written.
• Demonstrated ability to work in complex, multinational environments and collaborate effectively with senior leadership.
• Experience in high-growth environments with large-scale ramp-ups (5000-10,000+ resources).

Responsibilities

• Lead the 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 across delivery centers.
• Lead annual operating plans, recurring forecasts, and monthly business performance reviews for delivery centers.
• Work closely with finance team to develop and manage annual budgets, operational forecasts, and expenses for the offshore center to maximize cost efficiency.
• Establish and drive stakeholder management and governance including SteerCo’s, monthly quarterly reviews to effectively communicate strategy and progress against the strategy.
• Develop the GDC Operations Playbook, including operating model, contract management, invoice management, KPIs, knowledge management, and workforce planning.
• Other duties as assigned.

Skills

IT service delivery

Operations management

Budgeting & forecasting

KPI & scorecard management

Stakeholder management

Education

Bachelor's degree in IT or Business

MBA (preferred)

Job description

Grant Thornton seeks a Senior Director of Delivery Center Operations and Performance Management to oversee global delivery center operations and performance analytics. The role focuses on budget planning, forecasting, cost optimization, and KPI management across EMEA, APAC, and LATAM with a 10,000+ resource target.

The candidate should have 12+ years in IT service delivery or managed services, strong executive presence, and proven ability to influence senior leadership while driving operational