Vice President, Global Delivery Center, Customer Solutions

Our CompanyChanging the world through digital experiences is what Adobe's all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yoursAdobe Customer Solutions (ACS)'s mission is to serve customers with the support and expertise they need to deliver outstanding digital experiences.The ACS organization includes the Customer Engineering organization which ensures 24x7 support and technical health, Customer Success which is tasked with accelerating impact on customer business with strategic leadership and Professional Services.The Professional Services organization offers a portfolio of Strategic, Technical, Education, and Execution consulting services to accelerate customer success and deliver high performing digital experiences. Professional Services are delivered through collaboration with Regional professional services teams and the Global Delivery Center (GDC) in Bangalore.OpportunityThe VP, Global Delivery Centre (GDC) & Shared Services would lead a team of 1200+ professionals responsible for large-scale delivery, driving strategic transformation, and ensuring operational excellence across global consulting, engineering, and shared services teams. This role is pivotal in scaling delivery capabilities, fostering innovation, and building high-performing teams to support business growth worldwide.What You'll DoStrategic Leadership & Delivery ExcellenceLead the Global Delivery Centre and Shared Services teams to deliver complex, multi-region projects with high customer satisfaction and operational efficiency.Drive strategic account focus, proactively reviewing top accounts for business impact, pipeline, quality, and executive relationships.Ensure delivery excellence, maintaining >95% green status on key projects and accounts, and implementing early warning systems for project risks.Oversee quality governance, including project audits, defect tracking, and continuous improvement initiatives.Drive a culture of consulting excellence throughout the GDC & shared services organizationInnovation & Technology EnablementChampion innovation through GenAI adoption, building productivity improvement applications and platforms.Responsible for driving positive collaboration with the Engineering groups including with leaders with different levels of technical depth.Strengthen partnerships with engineering to resolve project issues, align on product roadmaps, and drive successful outcomes for strategic customers.Scale engineering PODs and competency centers to support emerging technologies and complex implementations.Operational Scale & Margin ManagementManage scale and capacity through effective resource planning, train-to-deploy programs, and partner ecosystem development.Optimize cost management, including sub-contractor mix, FTE hiring, and ramp-downs, to achieve margin targets and operational efficiency.Evaluate and implement partner delivery models for greater accountability.People Leadership & Talent DevelopmentContinuously develop talent , build high performance teams and establish a strong leadership bench through coaching, mentorship, and leadership development programs.Build and nurture both leadership and technical capabilities across the GDC and Shared services organization.Role model Adobe values and promote a culture of integrity, collaboration, accountability and innovation.Foster a culture of excellence through setting an example, managing performance, setting high standards for performance, and objectives driven by innovation for senior leaders and teams.Customer Success & Client ManagementFoster customer intimacy through strategic account management and proactive collaboration.Address customer challenges, including scope management, expectation setting, and program governance.Lead global initiatives, partnering with cross-functional teams to deliver value and set new standards.Own relationships with customers, engage to enhance value realization and address customer concerns promptly.Support key deals and business development efforts by providing expertise and insights.Engage with implementation partners and system integrators to enhance product adoption and customer success.Shared Services & Process OptimizationEnable teams to build strong storytelling competencies & narrate successful customer stories.Centralize capacity, bench, and skill management for efficiency, standardization, and cost optimization.Drive process improvements, automation, and standard methodologies across delivery and shared services functions.Navigate through ambiguity successfully & create structured speed of response across geos.Performance Indicators & ResultsAdobe Product & Solutions Growth accelerationConsulting revenue and gross margin contribution from GDCCustomer satisfaction (CSAT) and repeat renewalsFTE utilization and resource mix optimizationQuality & reduction in defects during project deliveryGenAI adoption rateEmployee engagement and development metricsWhat You Need To SucceedQualifications & ExperienceExperience in global delivery & consulting leadership roles. Leading Shared Services organization in addition to delivery and consulting role would be plus.Proven track record of scaling operations, driving transformation, and delivering complex projectsStrong expertise in technology enablement, innovation, and engineering partnershipsDemonstrated ability to manage large teams, develop talent, and foster a culture of excellenceStrong expertise in margin management, cost optimization, and partner ecosystem developmentExceptional customer management and customer success orientationStrengths You'll NeedCritical Thinking & ExecutionInnovation & Change LeadershipScale Repeatable processes with high qualityCollaboration & InfluenceOperational ExcellencePeople Leadership & Talent DevelopmentCustomer CentricityAdobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.Adobe aims to make accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email or call