Director, IT Delivery
Bengaluru
API International Capability Centre Private Limited
API Group is a global provider of commercial life safety, security, and specialty services, focusing on fire protection, security systems, and industrial services. The company works with various commercial and institutional clients in sectors like healthcare, education, and real estate, designing, installing, inspecting, and servicing integrated occupancy and safety systems. We have been protecting people and assets for over 100 years. Today, our 29,000 employees in 500 branches in 21 countries work to make the world safer, protect people, and provide peace of mind. APi Group offers a range of services, including business solutions, safety services, and specialty services, encompassing areas like fire and life safety, insulation contracting and distribution, and other construction-related services. Our head office is located in Minnesota, and this role will be based in the API Capability Center in Bangalore. Location-GCC, Bangalore Job Title: Director, Global Capability Center (GCC) – IT Delivery. This Job Description is designed for the Director, Global Capability Center (GCC) – IT Delivery. This leader will be the primary architect of the "Operations Factory" in India, serving as the technical and operational anchor for your distributed delivery model. This role starts with the aggressive internalization of Application Maintenance Services (AMS) before maturing into high-value Ideation, Development, and Data Migration capabilities for both the US and International businesses. Position Purpose: The Director of GCC IT Delivery is the executive leader responsible for the performance, scaling, and maturity of APi Group’s IT delivery engine. This role acts as the primary bridge between the US/International business requirements and the technical execution hub in India. The mandate is to execute a phased transition: starting with the successful absorption of Application Maintenance Services (AMS), then incrementally expanding into upstream activities such as ideation, software development, and complex deployment workstreams (e.g., Data Migration). This leader will ensure that the GCC is not merely a support center, but a strategic "Operations Factory" that drives global standardization, cost-efficiency, and technical sovereignty. Core Responsibilities & Phased Mandate 1. Phase 1: Service Excellence & AMS Internalization ● Application Maintenance (AMS) Ownership: Lead the aggressive transition of Tier 2 and Tier 3 support from external Systems Integrators (Deloitte, DXC) to the internal GCC team. ● Sustainment Governance: Establish rigorous Service Level Agreements (SLAs) and "First Pass Yield" (FPY) metrics for the sustainment of core enterprise platforms (Oracle, UKG, MS Dynamics). ● Knowledge Extraction: Partner with US/International leads to identify and document "tribal knowledge" from legacy resources, ensuring 100% intellectual continuity within the GCC. 2. Phase 2: Capability Expansion (Build & Data) ● Ideation & Development: Systematically build capabilities within the GCC. Transition from "maintaining" systems to leading software engineering, feature enhancements, and proactive system optimizations. ● Data Migration & Engineering: Own the GCC’s contribution to the transformation programs and deployment model. Specifically, lead the data migration workstreams, ensuring high-integrity mapping, cleansing, and loading for global segment rollouts. ● Global Infrastructure Support: Coordinate with the Global Head of Infrastructure to provide 24/7 monitoring, cloud management, and security operations support. 3. Organizational Development & GCC Evolution ● The "Operations Factory" Roadmap: Define the 6, 12, and 24-month maturity roadmap for GCC IT. Ensure the center is gated by readiness criteria that connect each stage of capability expansion. ● Onshore/Offshore Balance: Collaborate with Group IT to optimize the task-to location model, ensuring technical tasks are performed where they are most effective and efficient. ● Talent Pipeline: Identify and develop talents within the GCC—technical experts who possess the business acumen to understand US and International operational needs. 4. Fiduciary & Operational Standardization ● Budgeting & Forecasting: Implement the global standard for GCC financial management. Ensure all GCC activities are modeled with transparent "Cost-to Serve" data. ● Standard Operating Model: Standardize the "Ways of Working" between the GCC and the US/International business segments to ensure a seamless, "one-team" distributed experience. ● M&A Integration Support: Prepare the GCC to act as a rapid-response engine for M&A activities, supporting the "First 100 Days" technical absorption of new acquisitions. 5. Business Interaction & Value Articulation ● Client Sensing: Establish recurring feedback loops with Segment IT Leaders (Safety, Specialty, International) to ensure GCC services are responsive to field needs. ● Value Reporting: Move beyond "ticket counts" to report on business-relevant metrics: margin protection through system uptime, field productivity through feature delivery, and migration velocity. Professional Profile & Qualifications ● Experience: 12+ years of progressive IT leadership, with at least 5 years leading a large-scale Global Capability Center (GCC) or "Captive" center for a US-based multinational. ● Technical Breadth: Deep experience across the "Hard IT" stack—Applications (ERP/HCM), Infrastructure (Cloud/Network), and Data (Migration/Engineering). ● Transition Mastery: Proven track record of successfully extracting "Run" and "Build" services from Tier-1 vendors (Accenture, Deloitte, etc.). ● Distributed Model Leadership: Exceptional ability to lead in a "Follow-the-Sun" environment, bridging cultural and operational gaps between the US, Europe, and India. ● Commercial Acumen: Strong experience in financial management, budgeting, and the "Business of IT." ● Education: Bachelor’s degree in Engineering or Computer Science; MBA or advanced management degree is highly preferred
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