Director - Global Service Delivery

Position : Director of Global Service Delivery

Location : Navi Mumbai, India (with up to 50% travel to USA)

General Summary :

The Director of Global Service Delivery is responsible and accountable for all US and India-based IT Managed service delivery operations that support our school and business partners. This individual will oversee the entire global service delivery function, including US-based Service Delivery Managers (which manage our on-site School Technology Specialists and Business Technology Specialists) and India-based service desk operations, while driving process improvements, ensuring documentation (SOP's) standards, and maintaining accountability across all service delivery functions.

The role requires extensive travel to the US to manage US client operations and align global service delivery standards. This position will be a member of our Global Executive Team.

Required Qualifications :

MSP Leadership Experience :

1. 12+ years of proven senior leadership experience in a Managed Service Provider (MSP) environment, with direct accountability for global service delivery operations.

2. Hands-on experience managing both US-based service delivery teams and India-based service desk operations in a 24 / 7 / 365 environment.

Technical Platform Expertise :

1. Extensive experience with the ConnectWise suite of applications (Manage, Automate, Control, etc.).

2. Proficiency with Bright Gauge reporting and analytics.

3. Strong understanding of MSP service delivery tools and technologies.

Service Management & Process Excellence :

1. Deep knowledge of ITIL or similar IT service management frameworks, with demonstrated success in implementing and optimizing service delivery processes.

2. Proven ability to establish, maintain, and enforce documentation standards and operational accountability.

3. Track record of driving continuous improvement initiatives and process standardization.

Team & People Leadership :

1. Strong management experience leading large, global service delivery teams across multiple regions.

2. Proven ability to develop, mentor, and scale multicultural, high-performing teams.

3. Experience conducting performance evaluations, providing feedback, and aligning teams to organizational goals.

Technical Knowledge

1. Solid technical foundation in workstations, servers, network equipment, and MSP support tools / techniques.

2. Familiarity with School Information Systems (SIS, e.g., PowerSchool) and Learning Management Systems (LMS) preferred.

Business & Communication Skills :

1. Excellent communication and interpersonal skills, with ability to explain complex technical concepts to non-technical stakeholders across geographies.

2. Strong business acumen with the ability to align IT service delivery to client outcomes (especially in education sector).

3.Willingness and ability to travel to the USA (up to 50%) for collaboration, training, and strategic alignment.

Education & Professional Background :

1. Bachelor's degree in information technology, Computer Science, Business Administration, or related field (Master's preferred).

2. Self-motivated and results-driven, with the ability to prioritize, plan, and execute effectively in a fast-paced global Attributes : Mindset : Empathy for educators and passion for supporting mission-driven institutions.

Adaptability : Ability to thrive in a fast-paced, remote-first, and globally distributed environment.

Strategic & Hands-On : Strong strategic thinking with the capability to execute operationally when required.

Technology for Education : Genuine passion for improving education outcomes through innovative technology solutions.

Industry Connectivity : Well-connected within the Managed Services and Security ecosystem (e.g., ConnectWise, TD Synnex, Xchange, Pax8, IT Nation Evolve, etc.).

(ref : hirist.tech)