Unit Director

The Unit Director will lead a global organization of professionals across multiple delivery centers, responsible for end-to-end Operations services. This role is accountable for defining the unit strategy, ensuring delivery excellence, scaling global teams, and embedding operational best practices across projects and clients. The leader will set the vision, manage senior managers and delivery leads, and ensure the business unit is a key enabler of business growth, client satisfaction, and continuous innovation. Beyond operational excellence, the Unit Director will drive forward-looking initiatives that modernize processes, integrate emerging technologies, and elevate the organization’s ability to deliver smarter, AI-enhanced solutions for clients.

Key Responsibilities

• Lead and scale global operations centers across multiple geographies, ensuring alignment with organizational and client objectives.

• Define and execute the unit strategy, standards, and processes for shared operations in the fields of data, analytics, and AI.

• Champion an AI-driven approach to operations, driving automation, quality, and cost efficiency.

• Manage large, distributed teams including senior managers and delivery leaders, fostering collaboration, innovation, and accountability.

• Ensure reliable, high-quality, and cost-effective delivery of operational services across global accounts.

• Partner with business and delivery leaders to align operational capabilities with evolving client needs and strategic priorities.

• Drive proposal creation and actively participate in customer discussions, shaping solutions that demonstrate operational excellence and innovation.

• Oversee resource planning, capability development, and succession planning across the unit.

• Establish and track KPIs for service reliability, delivery performance, and operational efficiency.

• Act as a senior escalation point for delivery challenges, ensuring proactive resolution and client satisfaction.

• Foster a culture of continuous improvement, innovation, and knowledge sharing across delivery centers.

Qualifications

• 12+ years of progressive experience in IT operations, service delivery, or shared services leadership.

• Proven track record managing large global teams across multiple delivery locations.

• Strong background in competency center, CoE, or shared operations management.

• Experience leading operations in analytics, AI, or enterprise IT environments.

• Strategic thinker with excellent execution and governance discipline.

• Strong business acumen, including experience supporting client proposals and driving pre-sales engagements.

• Demonstrated ability to build scalable teams and develop senior leadership talent.

• Strong stakeholder management and executive communication skills.

• Experience working in global, multicultural environments and managing cross-functional teams.

• Passion for operational excellence, innovation, and enabling business growth through world-class service delivery.