# Senior Director, Global Delivery Hub – Pune, India **Company**: Zendesk **Location**: Pune **Work arrangement**: hybrid **Experience**: executive **Job type**: full-time **Category**: Consulting **Industry**: Technology **Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Pune-India/Senior-Director--Technical-Business-Consulting_R35495?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_e82b2aea-d16 ## Description 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. **Key Responsibilities** - 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. **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 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. - Bachelor's degree required; MBA or equivalent advanced business qualification preferred. **Core Competencies** - Customer Focus: Strives for customer success and exceeds expectations by understanding client needs and driving meaningful improvements in products and services. - Team Collaboration: Builds engaged, productive teams while sharing knowledge and collaborating effectively across roles, departments, and locations. - Motivation & Engagement: Energizes and inspires teams through empowerment, recognition, and genuine passion for excellence. - Leading Change: Possesses the skills and implements the functions of a transformational leader. - Innovation & Problem-Solving: Mitigates risk and solves complex problems through innovative, out-of-the-box thinking and creative problem-solving approaches. **What We're Looking For** - 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. ## Skills ### Required - leadership - strategic planning - client relationship management - team management - operational excellence - continuous improvement ### Nice to have - AI - technology services - customer-centric delivery models - India market dynamics --- Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Pune-India/Senior-Director--Technical-Business-Consulting_R35495?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)