Senior Director, Technical Business Consulting

Job description

Job Description Senior Director, Global Delivery Hub – Pune, India Zendesk Position Overview Zendesk is seeking an experienced Senior Director to lead and develop the Global Delivery Hub based in Pune, India. This is a strategic leadership role responsible for driving the vision, execution, and growth of our consulting and staffing business operations in India. You will oversee end-to-end delivery excellence, manage key client relationships, lead a diverse team of talented professionals, and ensure our India operations support global business objectives while maintaining the highest standards of service delivery and client satisfaction. This is an excellent opportunity to make a significant impact on Zendesk's global services strategy, shape the future of our delivery capabilities, and build and mentor a world-class organization. Key Responsibilities Strategic Vision & Business Leadership ●      Develop and execute the strategic vision and roadmap for the Zendesk Global Delivery Hub in India, aligned with overall business goals and growth initiatives ●      Lead the entire India AI consulting, data migration and custom development teams, driving customer adoption, growth and operational excellence ●      Partner with Global Services leadership team on strategic planning and execution to support global business requirements through India-based delivery capabilities ●      Enable cross-region coordination between global clients and India delivery teams to ensure seamless service delivery Client & Stakeholder Management ●      Manage key client relationships and serve as the primary executive stakeholder for major accounts ●      Oversee multiple project delivery teams to ensure client satisfaction for customer engagements ●      Drive client satisfaction, retention, and account growth initiatives ●      Maintain focus on understanding client needs and driving continuous improvements in service delivery Delivery Operations & Quality ●      Oversee end-to-end consulting and staffing delivery operations ●      Ensure delivery quality, productivity, and fulfillment metrics meet or exceed established targets ●      Establish effective governance structures, processes, and performance metrics to ensure efficient, cost-effective operations aligned with global customer priorities ●      Identify and implement continuous improvement initiatives to enhance capabilities, productivity, and service delivery Organizational Leadership & Development ●      Lead and develop the Global delivery organization in India, including recruiting, delivery, and operations teams ●      Oversee hiring, performance management, KPIs, and organizational planning ●      Build engaged, productive teams that collaborate effectively across roles, departments, locations, and external partners ●      Foster a culture of innovation, collaboration, and employee development ●      Energize and inspire people through empowerment, recognition, and passion Operational Excellence & Scalability ●      Develop and optimize operational processes to enable scalability and growth ●      Collaborate with Finance, HR, Compliance, Recruiting, and Operations to drive organizational effectiveness ●      Mitigate risk and solve complex problems through innovative and out-of-the-box thinking ●      Manage continuity, change, and transition effectively in a dynamic environment Leadership & Culture ●      Embody and model Zendesk values, mission, and vision ●      Demonstrate integrity, develop people, and build high-performing teams ●      Drive organizational change and influence others toward shared goals ●      Address the impact of attitude and action on the organization and its participants Required Qualifications & Experience ●      15+ years of progressive leadership experience in consulting, services delivery, staffing, or professional services organizations ●      10+ years of senior leadership experience managing P&L, large teams, and complex operations at a regional or global scale ●      Proven track record of building and scaling high-performing organizations from the ground