Associate Director Regional Operations, APAC

Role Summary

We are seeking Associate Director/Director - Regional Operations to be based in India to lead our APAC-based delivery teams supporting global clients within our Infrastructure Managed Services organization.

Operating in a shared-service delivery model these teams support multiple customers and work closely with globally distributed Heads of Technology Towers (Digital Workplace Hybrid Cloud Infrastructure Network & Security Services).

The Senior Manager will act as the local operational leader for APAC responsible for people leadership service delivery performance delivery productivity and financial efficiency of the organization. The role ensures that local teams operate at high levels of productivity utilization service quality and cost discipline contributing directly to the financial performance and margin of the managed services business.

The ideal candidate is a strong people leader with deep experience in IT infrastructure managed services including virtualization hyperscale cloud backup solutions networking enterprise collaboration platforms and endpoint management. The candidate must have experience working in international service delivery environments and possess a strong understanding of workplace cultures Labour regulations and operational practices in India and the Philippines.

Key Responsibilities

1. People Leadership & Organizational Development

Lead coach and develop local operations teams supporting multiple global clients.

Build and maintain a high-performing delivery organization through strong leadership mentorship and capability development.

Drive employee engagement career development performance management and succession planning.

Foster a culture of accountability collaboration continuous improvement and operational excellence.

Ensure compliance with company values HR policies and local labour and regulatory requirements.

Partner with Talent Acquisition and HR to support strategic workforce planning recruitment and skills development.

2. Financial Ownership Productivity & Operational Efficiency

Own the financial performance of the local delivery organization ensuring efficient use of resources and alignment with global financial targets.

Manage operational budgets workforce costs and delivery productivity metrics across teams.

Drive delivery productivity and workforce utilization ensuring teams operate efficiently while maintaining high service quality.

Implement and monitor operational performance indicators such as utilization ticket throughput cost efficiency and service productivity.

Lead capacity planning workforce optimization and skill allocation to balance service demand with operational cost efficiency.

Identify opportunities to increase automation improve operational efficiency reduce delivery costs and improve service margins.

Partner with Finance and global leadership on forecasting resource planning and financial performance reviews.

Ensure operational decisions support scalable sustainable and profitable service delivery.

3. Collaboration with Global Tower Leads

Work closely with globally distributed Heads of Technology Towers to ensure seamless operational execution.

Focus on people leadership workforce readiness and operational stability enabling Tower Leads to concentrate on technical strategy and service excellence.

Ensure teams consistently meet KPIs SLAs delivery productivity targets and customer commitments.

Coordinate workload planning operational priorities and workforce allocation with Tower Leads.

Provide local operational insight and workforce context to support global strategic decision-making.

4. Service Delivery & Operational Excellence

Ensure consistent delivery of high-quality infrastructure managed services to global customers while maintaining strong productivity and operational efficiency levels.

Oversee adherence to ITIL-based operational processes including incident problem change and request management.

Monitor service performance metrics including SLA compliance productivity indicators and delivery efficiency.

Identify and address operational inefficiencies that impact service quality delivery performance or financial outcomes.

Drive continuous improvement initiatives including automation adoption and service optimization.

Ensure compliance with customer contracts operational commitments and internal governance standards.

5. Cross-Functional & Customer Engagement

Act as the primary local leadership point of contact for workforce or operational escalations.

Build strong partnerships with HR Talent Acquisition Finance and global delivery leadership.

Support customer governance meetings service reviews and escalation management when local leadership presence is required.

Provide local operational insights to support customer satisfaction service improvements and delivery transparency.

10 years of experience in IT infrastructure operations managed services or service delivery.

Minimum 5 years in a leadership or people management role.

Strong technical background in IT infrastructure services including:

o Virtualization platforms (VMware Hyper-V)

o Hyperscale cloud platforms (Azure AWS GCP)

o Backup and recovery solutions

o Networking fundamentals

o Endpoint management (Intune SCCM or other MDM platforms)

Demonstrated success managing teams in a global or multinational service delivery environment.

Experience managing delivery productivity metrics workforce utilization and financial performance of service delivery teams.

Strong understanding of labour laws regulatory requirements and workplace culture in India and the Philippines.

Proven ability to collaborate effectively with globally distributed leadership teams.

Excellent written and verbal communication skills in English.

Strong problem-solving ability and the capacity to operate effectively in fast-paced high-pressure environments.

Preferred Qualifications

Experience in shared-service or global delivery centre environments.

ITIL certification (Foundation or higher).

Experience supporting enterprise customers or regulated industries.

Background in operational transformation automation or continuous improvement initiatives.

Exposure to financial management of service delivery organizations including cost optimization and margin improvement.

What We Offer

Opportunity to lead and shape a strategic delivery organization in APAC supporting global clients.

Collaborative environment with international exposure and multicultural teams.

Opportunity to drive operational excellence delivery productivity and organizational impact within a growing global managed services organization.

Competitive compensation and benefits package.