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 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. Takes a proactive approach to identifying opportunities to enhance the customer experience.

Team Collaboration

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.

Motivation & Engagement

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.

Leading Change

Possesses the skills and implements the functions of a transformational leader. Shares and communicates the company's 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.

Innovation & Problem-Solving

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.

What We're Looking For

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 we’re 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 [email protected] with your specific accommodation request.