Vice President, Global Delivery Center (GDC) & Shared Services

VP, Global Delivery Centre (GDC) & Shared Services

Changing 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 yours!

Adobe 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.

The 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.

Strategic Leadership & Delivery Excellence

• Lead 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 organization

Innovation & Technology Enablement

• Champion 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 Management

• Manage 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 Development

• Continuously 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 Management

• Foster 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 Optimization

• Enable 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 & Results

• Adobe Product & Solutions Growth acceleration
• Consulting revenue and gross margin contribution from GDC
• Customer satisfaction (CSAT) and repeat renewals
• FTE utilization and resource mix optimization
• Quality & reduction in defects during project delivery
• GenAI adoption rate
• Employee engagement and development metrics

Qualifications & Experience

• Experience 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 projects
• Strong expertise in technology enablement, innovation, and engineering partnerships
• Demonstrated ability to manage large teams, develop talent, and foster a culture of excellence
• Strong expertise in margin management, cost optimization, and partner ecosystem development
• Exceptional customer management and customer success orientation

Strengths You'll Need

• Critical Thinking & Execution
• Innovation & Change Leadership
• Scale Repeatable processes with high quality
• Collaboration & Influence
• Operational Excellence
• People Leadership & Talent Development
• Customer Centricity

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