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.