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Description
Company Description Infoya is a global IT consulting and services organization dedicated to helping clients achieve meaningful business impact through innovative technology solutions. We collaborate with client teams to drive change and deliver practical, value-oriented applications that enable efficiency, scalability, and resilience. Job Description We are seeking an experienced and seasoned Senior Operations Manager to lead and manage the end-to-end operations of our IT Offshore Delivery Center. This leadership role is critical in ensuring efficient service delivery, team productivity, client satisfaction, and adherence to global operational standards. The ideal candidate will bring a mix of strategic oversight, people leadership, process governance, and delivery excellence in a high-paced, global IT environment. KEY RESPONSIBILITITES Operations Management: Oversee daily operations of the offshore IT delivery center, ensuring seamless execution of projects and support activities across functions. Manage SLAs, KPIs, and operational metrics to maintain service excellence. Implement and drive operational best practices to optimize cost, efficiency, and scalability. Lead budgeting, resource planning, and infrastructure management for the center. People & Performance Leadership: Manage a cross-functional team of delivery managers, technical leads, engineers, and support staff. Foster a culture of accountability, high performance, and continuous improvement. Lead workforce planning, recruitment, onboarding, and talent development strategies. Conduct regular performance reviews and support career growth paths aligned with organizational goals. Client & Stakeholder Engagement: Act as the senior point of contact for client escalations and offshore delivery performance. Collaborate closely with onshore stakeholders, account managers, and global delivery heads to align objectives and resolve delivery risks. Ensure timely and accurate communication with stakeholders on project status, risks, and mitigation plans. Process & Compliance: Ensure adherence to internal quality standards, security policies, and compliance frameworks (e.g., ISO, CMMI). Drive continuous improvement initiatives using Lean, Six Sigma, or Agile practices. Establish and maintain documentation, reporting, and dashboards to ensure transparency and operational governance. Qualifications Bachelor's degree in Computer Science, Engineering, or related field (Master’s preferred). 15+ years of experience in IT service delivery, with at least 7 years in an operations or general management capacity. Proven track record managing offshore/nearshore delivery centers for global IT or consulting firms. Strong leadership, communication, and conflict-resolution skills. Experience working with cross-cultural, multi-location teams in a matrix organization. Proficient in presentation, MS PowerPoint and other reporting platforms. PMP / ITIL / Six Sigma certifications are a plus. Additional Information Why Join Us: Lead a strategic global function in a fast-growing, high-impact environment. Work with top-tier clients across industries and geographies. Drive innovation and transformation at the heart of IT operations. Show more Show less
