Director of Delivery Operations & Business Administration- IT Services

Location:

Compensation:

Experience Required:

About the Role:

Bourntec Solutions seeks an accomplished and dynamic leader to assume the critical role of Director of Delivery Operations & Business Administration for our IT Services function in Hyderabad. This pivotal position demands exceptional operational expertise in IT service delivery and a robust understanding of financial management. The role involves overseeing broader administrative and operational aspects of the business, akin to a Chief Operating Officer. The successful candidate will be instrumental in ensuring operational excellence across all service lines, driving financial performance, enhancing customer satisfaction, and optimizing internal business processes to support scalable growth. This leader will also hold accountability for the performance and development of their direct reports.

About Bourntec Solutions:

We are a global IT managed service provider offering a range of solutions and services that transform enterprise applications and technology. Our offerings include Advisory Consulting, Managed IT, Analytics, and Staff Augmentation solutions, all promising high value and quality delivery. We possess proven expertise in leading technology solutions such as ERP, DevOps, and Cloud, among others, and have our own product line tailored for varied client needs.

Headquartered in Schaumburg, IL, we have three offices worldwide, including two development and delivery centers in India. Our global strategic partner network spans five continents. We cater to the business needs of all industries with our state-of-the-art technology solutions.

Key Responsibilities:

1.

• Lead and manage the end-to-end delivery of IT services, ensuring projects are delivered on time, within budget, and to the highest quality standards across various service lines (e.g., software development, cloud services, managed services, consulting).
• Establish and continuously refine robust delivery methodologies, processes, and best practices to optimize efficiency, quality, and predictability.
• Monitor and analyze key performance indicators (KPIs) for delivery, identify areas for continuous improvement, and implement data-driven corrective actions.
• Drive a culture of accountability, quality, and unwavering customer-centricity within all delivery teams.
• Collaborate seamlessly with sales, presales, and solutions teams to ensure smooth transition from opportunity to successful delivery.
• Act as a senior escalation point for critical delivery-related issues, fostering strong client relationships and ensuring exceptional client satisfaction.
• Oversee strategic resource planning, optimal allocation, and utilization across multiple projects and service lines to maximize efficiency and profitability.
• Implement and enforce comprehensive risk management strategies for all delivery engagements, proactively identifying and mitigating potential issues.

2.

• Assume full ownership of the financial performance of the IT services delivery unit, including revenue generation, cost management, and overall profitability (P&L responsibility).
• Develop, manage, and optimize budgets, forecasts, and financial plans for delivery operations, aligning with company-wide financial objectives.
• Monitor project and service line profitability in detail, identify variances, and implement proactive strategies to optimize margins and drive revenue growth.
• Oversee contract management, billing, and invoicing processes, ensuring accuracy, compliance, and timely collections.
• Identify and implement cost-optimization initiatives and efficiency improvements across delivery operations without compromising service quality or client satisfaction.
• Provide insightful financial reports and analysis to senior leadership, highlighting key trends, risks, and opportunities.
• Demonstrate a deep understanding of financial statements (P&L, Balance Sheet, Cash Flow) and their direct implications for operational strategy and decision-making.
• Expertise in various IT service pricing models, detailed cost estimations, and the financial structuring of complex IT service contracts.

3.

• Process Optimization:

  Oversee the design, implementation, and continuous improvement of core internal business processes beyond just delivery, including areas like HR operations, IT infrastructure management, internal communications, and general administrative workflows.

• Cross-Functional Alignment:

  Work closely with leaders across all departments (e.g., HR, Finance, IT, Sales, Marketing) to ensure departmental goals and operations are aligned with the overall company strategy and foster seamless collaboration.

• Policy & Compliance:

  Assist in the development, implementation, and enforcement of company-wide policies and procedures to ensure operational efficiency, compliance with regulations, and a positive company culture.

• Resource Management (Enterprise-wide):

  Contribute to the strategic allocation and optimization of company-wide resources (human capital, technology, facilities) to support overall business objectives and scalability.

• Vendor & Partner Management (Strategic):

  Manage and optimize relationships with key strategic vendors and partners, ensuring favourable terms and efficient support for overall business operations.

4.

• Act as a key contributor to the overall strategic planning and long-term vision of Bourntec Solutions' IT services division, identifying market opportunities and growth avenues.
• Drive initiatives for service portfolio expansion, operational automation, and the adoption of cutting-edge technologies to enhance delivery capabilities and overall business efficiency.
• Stay abreast of industry trends, market dynamics, competitive landscapes, and regulatory changes to inform strategic and operational decisions.
• Mentor, develop, and inspire a high-performance leadership team across delivery and contribute to broader organizational talent development initiatives.
• Participate actively in business development activities, including client presentations, proposal reviews, and strategic partnership discussions, leveraging deep operational and financial acumen.

5.

• Lead, motivate, and manage a diverse team of delivery managers, project managers, technical leads, and potentially administrative support staff.
• Performance Management and Reporting: Oversee performance reporting of direct reports and take necessary action in line with organization and legal requirements.
• Responsible for talent acquisition, performance management, career development, and succession planning within the delivery organization and contributing to broader talent strategies.
• Foster a collaborative, inclusive, and engaging work environment that encourages innovation, continuous learning, and professional growth.

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Engineering, Business Administration, Finance, or a related field. Master's degree or MBA from a reputable institution is highly preferred.
• 15+ years of progressive experience in the IT Services industry, with a minimum of 5-7 years in a senior leadership role overseeing significant delivery operations and demonstrating broader business oversight.
• Proven track record of success in managing a P&L, including demonstrable expertise in budgeting, forecasting, cost control, revenue optimization, and financial reporting within an IT services context.
• Extensive experience in optimizing business processes, leading cross-functional initiatives, and driving administrative efficiency across multiple departments.
• Exceptional understanding and practical application of project management methodologies (Agile, Waterfall, Hybrid) and relevant certifications (PMP, CSM, SAFe) are a strong plus.
• Proficiency in utilizing advanced project management tools, ERP systems, and delivery management platforms.
• Superior leadership, executive-level communication (written and verbal), and interpersonal skills with the ability to influence, negotiate, and collaborate effectively with all levels of stakeholders, including C-suite executives and clients.
• Strong strategic thinking, analytical, problem-solving, and decisive decision-making abilities.
• Demonstrated ability to thrive in a fast-paced, complex, and evolving business environment, managing multiple strategic priorities simultaneously.
• Extensive experience in client relationship management, contract negotiation, and complex stakeholder management.
• Prior experience working in a global delivery model and managing geographically distributed teams is highly desirable.

Key Skills:

I. Leadership & Management Skills:

• IT Service Delivery Leadership:

  Extensive experience in managing end-to-end IT service delivery, ensuring on-time, within-budget, and high-quality project execution.

• Team Leadership & Talent Development:

  Ability to lead, motivate, and manage diverse teams, including delivery managers, project managers, and technical leads.

• Performance Management:

  Oversee performance management reporting of direct reports and take necessary action in line with organization and legal requirements.

• Strategic Leadership & Vision:

  Capacity to contribute to strategic planning, identify market opportunities, and drive service portfolio expansion.

• Culture Building:

  Ability to drive a culture of accountability, quality, and customer-centricity.

• Stakeholder Management:

  Excellent communication and interpersonal skills to influence, negotiate, and collaborate with all levels of stakeholders, including C-suite executives and clients.

II. Financial & Business Acumen:

• P&L Ownership & Financial Management:

  Proven track record in managing P&L, including budgeting, forecasting, cost control, and revenue optimization.

• Financial Analysis & Reporting:

  Ability to provide insightful financial reports and analysis to senior leadership.

• Contract & Vendor Management:

  Expertise in contract management, billing, invoicing, and vendor/partner management.

• Business Process Optimization:

  Experience in optimizing business processes and driving administrative efficiency.

III. Technical & Operational Expertise:

• IT Service Delivery Methodologies:

  Expertise in establishing and refining robust delivery methodologies, processes, and best practices.

• Risk Management:

  Ability to implement and enforce comprehensive risk management strategies.

• Resource Management:

  Skills in strategic resource planning, allocation, and utilization.

• Project Management:

  Exceptional understanding and practical application of project management methodologies (Agile, Waterfall, Hybrid).

• Technical Proficiency:

  Proficiency in utilizing advanced project management tools, ERP systems, and delivery management platforms.

IV. Soft Skills & Personal Attributes:

• Communication & Interpersonal Skills:

  Superior executive-level communication skills (written and verbal).

• Problem-Solving & Decision-Making:

  Strong strategic thinking, analytical, problem-solving, and decisive decision-making abilities.

• Adaptability & Resilience:

  Demonstrated ability to thrive in a fast-paced, complex, and evolving business environment.

• Client Relationship Management:

  Extensive experience in client relationship management and complex stakeholder management.

V. Business Administration & Operational Oversight (COO-like Functions):

• Process Optimization:

  Oversee the design, implementation, and continuous improvement of core internal business processes beyond just delivery

• Cross-Functional Alignment:

  Work closely with leaders across all departments (e.g., HR, Finance, IT, Sales, Marketing) to ensure departmental goals and operations are aligned with the overall company strategy and foster seamless collaboration.

• Policy & Compliance:

  Assist in the development, implementation, and enforcement of company-wide policies and procedures to ensure operational efficiency, compliance with regulations, and a positive company culture.

• Resource Management (Enterprise-wide):

  Contribute to the strategic allocation and optimization of company-wide resources (human capital, technology, facilities) to support overall business objectives and scalability.

• Vendor & Partner Management (Strategic):

  Manage and optimize relationships with key strategic vendors and partners, ensuring favourable terms and efficient support for overall business operations.