Role: Offshore Delivery Partner (ODP) for Commercial Operations & Services Portfolio
Location: Bangalore
Who are we looking for
Offshore Delivery Partner: 18+ years of experience
We are looking for a seasoned Offshore Delivery Partner at the Associate Vice President (AVP) level who can operate as the accountable delivery leader for clients across Commercial Operations, Sales, Services, Finance and Marketing business units within the HiTech cluster. The role will lead a 1,300+ global workforce across India, China, several European counties, Mexico, Costa Rica and the US, with ownership for a $25Mn+ portfolio, delivery performance, SLA adherence, operational governance, people leadership, risk management, transformation execution, and client outcomes. The ideal candidate will bring deep delivery leadership across the Commercial Operations value chain—from deal closure, contract setup, order management, contract administration, asset lifecycle management, invoicing, revenue assurance, and end-of-term processes—while ensuring predictable execution, quality, compliance, productivity, and service resilience. This leader must bring strong command of delivery operations, P&L discipline, executive governance, escalation management, and automation-led improvement to build client confidence, improve revenue realization, strengthen operating rigor, and consistently deliver measurable business outcomes.
Responsibilities:
- Serve as the accountable delivery leader for a $25Mn+ portfolio supported by a 1,300+ global workforce, owning delivery performance, financial outcomes, client satisfaction, and operational health
- Lead end-to-end offshore and global delivery across Commercial Operations and Services, ensuring predictable execution against scope, SLAs, contractual obligations, quality standards, and business priorities
- Drive operational excellence across Commercial Analytics, Revenue Assurance, order-to-cash controls, service quality, productivity, and customer experience throughout the Commercial Operations lifecycle
- Drive technology adoption, automation, analytics, and AI-led interventions to improve productivity, quality, cost efficiency, and client outcomes
- Shape transformation scope for existing and new opportunities, translating operational pain points into measurable automation, process, and platform-led improvements
- Act as the senior offshore delivery owner for client governance, escalations, operational reviews, delivery recovery, service improvement, and executive alignment
- Support growth through proactive proposals, large-deal solutioning, RFP responses, and delivery-led expansion opportunities
- Institutionalize delivery discipline through SLA/OLA governance, quality gates, productivity baselines, capacity planning, workforce optimization, and continuous improvement routines
- Partner with Sales, Client Leadership, Operations, IT, HR, Finance, and Transformation teams to align capacity, talent, investments, and business priorities
- Own proactive risk, issue, dependency, compliance, and business continuity management to protect delivery commitments and ensure resilient operations
- Run structured delivery governance through daily/weekly/monthly operating rhythms, performance scorecards, operational dashboards, QBRs, and executive business reviews
- Build, coach, and retain high-performing delivery leadership teams with clear ownership, succession depth, engagement focus, and accountability for operational outcomes
- Use market trends, client feedback, benchmarks, and delivery insights to continuously enhance services and create differentiated value
Requirements:
- Proven delivery leadership across large, multi-location global portfolios with measurable outcomes in SLA performance, client satisfaction, quality, productivity, risk reduction, and financial performance
- Strong P&L, budget, margin, revenue assurance, forecasting, and financial governance experience for large-scale operations
- Demonstrated ability to convert business strategy into delivery operating models, governance cadence, transformation roadmaps, execution plans, and measurable operational outcomes
- Executive presence with the ability to influence senior client stakeholders, internal leadership, and cross-functional teams across geographies
- Strong command of delivery risk management, issue resolution, escalation handling, operational recovery, root-cause analysis, and sustained service improvement
- Metrics-driven delivery orientation with the ability to use scorecards, dashboards, productivity data, defect trends, capacity insights, and service analytics to improve performance
- Experience leading transformation programs involving automation, AI, process redesign, operating model changes, and productivity improvement
- Ability to lead large, diverse delivery teams in a high-pressure environment while balancing client commitments, delivery predictability, people engagement, compliance, and growth objectives
Behavioral Skills:
- Clear, concise, and influential communication style with the ability to negotiate, align stakeholders, and drive decisions at senior levels
- Ability to engage senior executives with business-oriented messaging, clear trade-off analysis, and actionable recommendations
- Proactively build trusted relationships with client executives, internal leadership, delivery teams, and enabling functions
Qualification:
- Bachelor's degree in Business, Information Technology, or a related field; MBA preferred.
- Minimum 18 years of experience in service delivery, commercial operations, technology-enabled business operations, or related roles, including at least 8 years in senior delivery leadership.
Who are we
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.
