Senior Director - Global Technical Support ( Commercial Operations)
India - Gurgaon••December 4, 2025
Senior Director, Commercial Operations- INDThe Senior Director, Commercial Operations (India) will lead the operational strategy, execution, and delivery for the company’s commercial (mid-market) customers. This role will be responsible for ensuring scalable, efficient, and customer-centric operations that support growth in the commercial segment. The Senior Director will oversee cross-functional operations teams in India, streamline processes, and leverage AI-driven tools to increase quality, optimize service delivery and customer outcomes. Additionally, this role will carry end-to-end accountability for the India delivery center’s operational P&L, ensuring revenue realization, cost efficiency, and sustained margin growth
Career Level Summary
- Provides leadership and direction through directors, senior managers and senior professional staff
- Is accountable for the performance and results of a major part of the organization (organization sub-function, functional area or significant operational segment within a business unit)
- Develops and executes strategy to achieve key business objectives
- Decisions are guided by company and functional strategy and objectives
Critical Competencies
- Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results.
- Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.
- Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
- Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.
- Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders.
Key Responsibilities
- Maniacal focus on ticket volume reduction
- Drive workflow improvement opportunities
- Lead Automation and AI integration initiatives
- Optimize minimum viable staffing model
- Ensure SLA compliance within cost constraints
- Develop KPI’s for all Operational Aspects of Delivery
- Own end-to-end operations for commercial customers, ensuring consistent delivery, scalability, and customer satisfaction.
- Partner with regional sales and customer success teams to align operational support with customer needs.
- Build standardized processes to handle higher-volume, lower-complexity engagements efficiently.
- AI & Technology Enablement and leveraging AI/automation to increase scalability and efficiency in commercial operations.
- Partner with global product/engineering to roll out tools that improve service delivery and customer insights.
- Lead and grow a commercial operations team based in India.
- Establish clear KPIs, reporting, and dashboards to monitor performance, productivity, and customer outcomes.
- Drive operational efficiency across service delivery, onboarding, and support functions.
- Align with global operations strategy and partner with Enterprise Operations Leader for delivery consistency
- Identify process bottlenecks and implement improvements for scale.
- Standardize delivery playbooks and best practices across commercial accounts.
- Ensure compliance with company policies, security requirements, and local regulations.
- Mentor technical leaders and managers in data-driven decision-making, capacity planning, and AI-led operations transformation .
Knowledge
- Strong experience managing operations for commercial/mid-market customers in a tech, or services environment.
- Lean methodologies
- Process optimization
Skills
- Analytical, metrics-driven mindset with ability to make data-informed decisions.
- Strong leadership and people management skills, with experience building teams in India.
- Excellent communication and collaboration skills; able to work cross-functionally with global teams
- Exposure to AI/automation tools and demonstrated experience integrating them into operational workflows.
- Proven ability to scale operations and optimize delivery models for efficiency.
Education
- Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement
- Master's degree in related field preferred
Experience
- 20-25 years of experience in technology operations, engineering, customer delivery, or program management, with at least 5 years in senior leadership managing people.
- Experience in managing multi-tower IT operations (infrastructure, cloud, applications, and service desk) with full P&L accountability across large-scale delivery centers.
Physical Demands
- General office environment: no special physical demands required.
- May require long periods of sitting and viewing a computer monitor.
- Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.