Senior Director, Technical Business Consulting

Zendesk

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 Zendesks global services strategy shape the future of our delivery capabilities and build and mentor a world-class organization.

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

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

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

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

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

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

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 up

Demonstrated success driving revenue growth profitability and operational efficiency

Experience managing key strategic client relationships and driving client satisfaction and retention

Experience operating successfully in matrix organization structures

Strong background in recruiting talent development and performance management

Experience implementing operational improvements and continuous optimization initiatives

Knowledge of India market dynamics and experience operating India-based delivery centers highly preferred

Experience in AI technology services or customer-centric delivery models preferred

Bachelors degree required; MBA or equivalent advanced business qualification preferred

Strives for customer success and exceeds expectations by understanding client needs and driving meaningful improvements in products and services. Takes a proactive approach to identifying opportunities to enhance the customer experience.

Builds engaged productive teams while sharing knowledge and collaborating effectively across roles departments and locations. Extends collaboration externally with partners and customers. Creates an environment where diverse perspectives are valued and leveraged.

Energizes and inspires teams through empowerment recognition and genuine passion for excellence. Manages continuity change and transition with grace. Skillfully influences and enables others to achieve shared objectives. Understands the impact of attitude and action on organizational success.

Possesses the skills and implements the functions of a transformational leader. Shares and communicates the companys values mission and vision effectively. Consistently displays integrity models desired behaviors develops talent and builds strong cohesive teams. Navigates organizational change while maintaining team morale and performance.

Mitigates risk and solves complex problems through innovative out-of-the-box thinking and creative problem-solving approaches. Challenges conventional wisdom and drives continuous improvement.

We are seeking a strategic visionary leader with an entrepreneurial mindset who can build and scale an exceptional delivery organization in India. The ideal candidate will:

Have a genuine passion for building world-class organizations and developing talent

Demonstrate a customer-first mentality and commitment to exceeding client expectations

Bring strategic thinking with strong execution capabilities

Show comfort operating in ambiguity and driving results in a dynamic fast-paced environment

Possess strong financial acumen and business judgment

Display emotional intelligence and the ability to inspire diverse teams

Be a strong communicator with excellent presentation skills for executive-level audiences

Have experience navigating complex organizational structures and stakeholder dynamics

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.