- Lead the Global Delivery Centre and Shared Services teams to deliver complex, multi-region projects with high customer satisfaction and operational efficiency.
- Drive strategic account focus, proactively reviewing top accounts for business impact, pipeline, quality, and executive relationships.
- Ensure delivery excellence, maintaining >95% green status on key projects and accounts, and implementing early warning systems for project risks.
- Oversee quality governance, including project audits, defect tracking, and continuous improvement initiatives.
- Drive a culture of consulting excellence throughout the GDC & shared services organization
Innovation & Technology Enablement
- Champion innovation through GenAI adoption, building productivity improvement applications and platforms.
- Responsible for driving positive collaboration with the Engineering groups including with leaders with different levels of technical depth.
- Strengthen partnerships with engineering to resolve project issues, align on product roadmaps, and drive successful outcomes for strategic customers.
- Scale engineering PODs and competency centers to support emerging technologies and complex implementations.
Operational Scale & Margin Management
- Manage scale and capacity through effective resource planning, train-to-deploy programs, and partner ecosystem development.
- Optimize cost management, including sub-contractor mix, FTE hiring, and ramp-downs, to achieve margin targets and operational efficiency.
- Evaluate and implement partner delivery models for greater accountability.
People Leadership & Talent Development
- Continuously develop talent , build high performance teams and establish a strong leadership bench through coaching, mentorship, and leadership development programs.
- Build and nurture both leadership and technical capabilities across the GDC and Shared services organization.
- Role model Adobe values and promote a culture of integrity, collaboration, accountability and innovation.
- Foster a culture of excellence through setting an example, managing performance, setting high standards for performance, and objectives driven by innovation for senior leaders and teams.
Customer Success & Client Management
- Foster customer intimacy through strategic account management and proactive collaboration.
- Address customer challenges, including scope management, expectation setting, and program governance.
- Lead global initiatives, partnering with cross-functional teams to deliver value and set new standards.
- Own relationships with customers, engage to enhance value realization and address customer concerns promptly.
- Support key deals and business development efforts by providing expertise and insights.
- Engage with implementation partners and system integrators to enhance product adoption and customer success.
Shared Services & Process Optimization
- Enable teams to build strong storytelling competencies & narrate successful customer stories.
- Centralize capacity, bench, and skill management for efficiency, standardization, and cost optimization.
- Drive process improvements, automation, and standard methodologies across delivery and shared services functions.
- Navigate through ambiguity successfully & create structured speed of response across geos.
Performance Indicators & Results - Adobe Product & Solutions Growth acceleration
- Consulting revenue and gross margin contribution from GDC
- Customer satisfaction (CSAT) and repeat renewals
- FTE utilization and resource mix optimization
- Quality & reduction in defects during project delivery
- GenAI adoption rate
- Employee engagement and development metrics
What you need to succeed Qualifications & Experience
- Experience in global delivery & consulting leadership roles. Leading Shared Services organization in addition to delivery and consulting role would be plus.
- Proven track record of scaling operations, driving transformation, and delivering complex projects
- Strong expertise in technology enablement, innovation, and engineering partnerships
- Demonstrated ability to manage large teams, develop talent, and foster a culture of excellence
- Strong expertise in margin management, cost optimization, and partner ecosystem development
- Exceptional customer management and customer success orientation
