Global Head of Operations

Role Summary 

The Global Head of Operations is responsible for leading and scaling DysrupIT’s end-to-end global operations across client operations, workforce management, and operational excellence. This role will manage teams across our India and Philippines operations centers, driving efficiency, profitability, customer satisfaction, and sustainable growth. 

Reporting directly to the CEO, the Global Head of Operations will play a critical leadership role in aligning operational strategy with business objectives, while working with other functional leaders to ensure the company  

Key Responsibilities 

Global Operations Leadership 

• Lead all operational functions across India and the Philippines. The role is ideally based in Bangalore but candidate must be willing to travel between locations at least several times per year.  

• Develop and execute a global operations strategy aligned with company growth objectives. 

• Ensure consistent service delivery standards, operational governance, and client experience across all business lines. 

• Build a unified operational culture across geographically distributed teams. 

Service Delivery & Client Operations 

• Oversee delivery operations for staff augmentation, managed IT services, and consulting engagements. 

• Ensure SLAs, KPIs, and client commitments are met or exceeded. 

• Partner with cross-functional teams to support client onboarding, transitions, and ongoing engagement success. 

• Drive continuous improvement in service quality, responsiveness, and client satisfaction. 

Workforce & Resource Management 

• Oversee workforce planning, capacity management, and resource allocation across global delivery teams. 

• Optimize utilization, bench management, and staffing efficiency. 

• Collaborate with Talent Acquisition to support hiring, retention, performance management, and leadership development. 

• Ensure operational readiness to scale teams rapidly in response to client demand. 

Operational Excellence & Process Improvement 

• Design, implement, and optimize operational processes, systems, and governance frameworks. 

• Drive automation, standardization, and efficiency initiatives across operations. 

• Establish data-driven performance management through dashboards, reporting, and operational analytics. 

• Lead risk management, business continuity, and compliance initiatives across global operations. 

Financial & Commercial Management 

• Manage operational budgets, cost controls, and profitability targets. 

• Identify opportunities to improve gross margins through operational efficiency and delivery optimization. 

• Support pricing, solutioning, and commercial discussions from an operational perspective. 

• Monitor operational performance against revenue, utilization, and margin goals. 

Leadership & Stakeholder Management 

• Serve as a key member of the executive leadership team, contributing to company strategy and decision-making. 

• Lead, mentor, and develop operational leaders and managers across regions. 

• Foster strong collaboration between operations and other cross functional teams. 

• Represent operations in executive meetings, client discussions, and strategic initiatives. 

Key Performance Indicators (KPIs) 

• Client satisfaction, engagement, and retention 

• SLA and service delivery performance 

• Team utilization and workforce efficiency 

• Revenue, gross margin and manager’s operating income  

• Forecast accuracy  

• Employee engagement and retention 

• Operational scalability and process improvement outcomes 

• On-time delivery and project execution metrics 

Required Qualifications & Experience 

• 10+ years of experience in operations leadership within IT services, staffing, business services, or consulting environments. 

• Proven experience managing multi-country operations, ideally across India and the Philippines. 

• Strong understanding of staff augmentation, managed services, and IT consulting delivery models. 

• Demonstrated success in scaling operations, improving profitability, and leading large distributed teams. 

• Strong financial acumen, including budgeting, margin management, and operational forecasting. 

• Excellent leadership, communication, and stakeholder management skills. 

• Experience working directly with executive leadership and enterprise clients. 

Preferred Qualifications & Experience 

• Bachelor’s degree in Business, Information Technology, Engineering, or a related field. 

• Experience in high-growth or entrepreneurial technology services environments. 

• Familiarity with ITIL, ISO, or other service management frameworks. 

Key Competencies 

• Strategic thinking and execution 

• Global team leadership 

• Operational scalability 

• Client-centric mindset 

• Process optimization and automation 

• Commercial and financial acumen 

• Cross-cultural collaboration 

• Problem-solving and decision-making under pressure