Position Overview
As the Vice President (VP), Operations of Global Delivery Services at WorkWave, you will be a key leader responsible for managing and scaling our global offshore and nearshore operations from our Sri Lanka office. Your primary objective will be to expand and strengthen our cross-functional operations in Sri Lanka, while also consolidating our network of contracted outsourcing vendors. This role requires a strategic thinker and dynamic leader who can oversee teams, processes, and vendor relationships to drive operational efficiency and business growth. You will work closely with senior leaders across WorkWave to design, develop, implement, and manage offshoring strategies and programs. As part of this role, you will also be an active member of WorkWave’s global Senior Leadership Team (SLT).
Key Responsibilities
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Strategic Leadership: Develop and implement strategic business plans to grow and scale WorkWave’s global delivery services operations, focusing on consolidating outsourcing vendors into the Sri Lanka presence.
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Team Leadership: Provide inspirational thought leadership, and promote the vision, mission, purpose and values of the organization. Inspire, motivate, and develop a high-performing team, enabling and promoting a culture of excellence, innovation, and continuous improvement.
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Operational Management: Oversee and manage all offshore and nearshore people and operations, ensuring high performance, operational efficiency, and alignment with WorkWave’s business objectives.
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Vendor Management: Manage and optimize relationships with all outsourcing vendors, including Business Process Outsourcing (BPO) partners, ensuring service quality and cost-effectiveness.
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Growth and Expansion: Drive the growth and expansion of our Sri Lanka operations, identifying opportunities to scale and improve delivery capabilities.
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Performance Monitoring: Monitor and analyze key performance metrics, market trends, and operational challenges to refine strategies and tactics for continuous improvement.
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Collaboration and Integration: Foster close collaboration with other WorkWave functions, including sales, marketing, product development, customer support, to ensure strategic alignment and successful execution of business objectives.
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Resource Management: Ensure effective budget management, forecasting, and resource allocation to support operational goals and financial discipline.
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Change Management – Lead and manage organizational change, ensuring successful implementation of change initiatives, driving adaptation while helping employees to navigate change.
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Coaching and Mentoring: Coach and mentor direct reports and next layer of Leaders to meet business objectives and maintain succession pipeline.
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Stakeholder Engagement: Cultivate and maintain strong relationships with key stakeholders, including customers, industry partners, and internal teams, to drive business growth and establish market leadership.
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Representation & Sponsorship: Serve as a thought leader and advocate for WorkWave’s delivery services, representing the company at industry conferences and events. Act as a sponsor and advocate for companywide initiatives in HR, hiring & employer branding initiatives and other key company initiatives.
Requirements & Qualifications
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Experience: Proven track record of success in senior leadership roles (Associate VP, VP roles) with 15+ years of experience in managing global delivery services and operations. Experience working in/for IFS in the Sri Lanka offices is a major plus.
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Education: Bachelor’s degree in Business Administration, Operations Management, or a related field; a Master’s degree, MBA, or advanced degree is a plus.
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Leadership Skills: Exceptional leadership qualities combined with visionary thinking. Strong communication and interpersonal skills that demonstrate ability to inspire and motivate teams toward achieving ambitious goals.
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Strategic Thinking: Strategic thinker with robust problem-solving abilities and a focus on delivering measurable results.
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Operational Expertise: Deep understanding of global delivery operations, vendor management, and the ability to navigate complex organizational dynamics.
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Industry Knowledge Knowledge of modern software development / deployment / delivery / support methodologies, BPO processes, and best practices.
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Regulatory Knowledge: Familiarity with regulatory requirements and market dynamics affecting offshore and nearshore operations. A strong knowledge human resources best practices together with a strong knowledge of local labour / legal / financial / administrative compliance requirements.
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Working Conditions & Travel: Ability & flexibility to accommodate global time zones. Willingness and ability to travel as necessary, including international travel, to WorkWave headquarters, remote offices, industry events, and customer sites as needed, sometimes with short notice.
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community. #Li-Hybrid
