Director of Operations

Job Objective

The Director Operations will be responsible for building and managing the end-to-end service delivery framework of the organization. Reporting directly to the Chief Operating Officer (COO), the role will oversee day-to-day operations, ensure SLA adherence, implement standardized processes, and establish quality and escalation mechanisms.

This is a foundational leadership role responsible for translating the approved operating blueprint into a fully functional and scalable delivery organization.

Key Responsibilities

1. Operational Setup & Execution

·       Design and implement the service delivery model aligned with the company's operating blueprint

·       Develop capacity planning and workforce models in coordination with HR

·       Lead operational readiness for pilot and full-scale client engagements

2. Service Delivery & SLA Management

·       Ensure consistent adherence to SLAs, KPIs, and contractual c...