Website:
ses-td.com
Job details:
💼 Experience: Minimum 10 years-15 years
📍 Location: Bangalore (Hybrid)
🕒 Employment Type: Full-Time
📅 Workdays: 5 working days
We are establishing our India delivery operation for a growing Managed IT Services (MSP) business, delivering technology solutions to small and medium-sized enterprises across overseas markets.
This is a senior director-level role: you will be the operational leader in Bengaluru, accountable for building the team, standing up the tooling and processes, and running day-to-day service delivery to Overseas clients.
You will own the delivery engine end to end — from hiring the first engineers, to configuring the platform, to ensuring clients receive responsive, high-quality support across our service tiers (helpdesk and remote support, endpoint and email security, 24/7 monitoring and proactive maintenance). As the business scales from its first clients to a full portfolio, you will grow and structure the team behind it.
This is a rare opportunity to build an operation from the ground up, with real ownership and a direct line to the leadership shaping the venture.
What you will do
• Build and lead the Bengaluru delivery team — service desk engineers, security specialists, and future automation talent — owning recruitment, onboarding, structure, and performance.
• Stand up and administer the core MSP platform: RMM, ticketing/PSA, remote support, security tooling, documentation, and reporting.
• Run day-to-day service delivery against agreed SLAs, driving quality, responsiveness, and client satisfaction across all service tiers.
• Own the client onboarding and offboarding processes and ensure they run smoothly and consistently.
• Establish and continuously improve delivery processes, escalation paths, shift coverage, and quality controls.
• Partner with the commercial and account leadership in Overseas, feeding into client relationships, technology advisory, and cost-optimisation reviews.
• Drive automation and efficiency to keep cost-to-serve low as the client base grows.
• Manage vendor and partner relationships (Microsoft, Zoho, security and backup vendors, distributors).
• Take a leading role in hiring — leveraging your own network and market knowledge to bring in strong talent quickly and cost-effectively.
What you bring
• Minimum 10 years of management experience in IT operations, managed services, or technical service delivery, including building and leading teams.
• Microsoft 365: strong, demonstrable understanding of administration and the wider Microsoft ecosystem (Entra ID, Intune/endpoint management, security and compliance).
• Zoho products: strong, demonstrable understanding (e.g. Zoho One, CRM, Desk, People) and how they support both service delivery and internal operations.
• Hiring network: a proven ability to hire and build teams, backed by strong professional contacts in the Bengaluru / India IT talent market.
• Experience running service delivery to SLAs in an MSP, outsourcing, or shared-services environment.
• Hands-on familiarity with MSP tooling — RMM, PSA/ticketing, remote support, and endpoint/email security platforms.
• Excellent communication skills and comfort working directly with abroad clients and leadership across time zones.
Desirable
• Experience delivering services to clients in Overseas, with awareness of GDPR / data-protection expectations for offshore delivery.
• Background in security-focused managed services (EDR/XDR, email security, 24/7 monitoring).
• Experience with automation and process improvement (e.g. PowerShell, Power Automate, or comparable).
• Relevant certifications (Microsoft, Zoho, ITIL, security).
• Experience standing up a delivery function or new office from scratch.
What success looks like
• A capable, well-structured delivery team hired and running within the first months.
• Tooling and processes stood up and operating reliably.
• Consistent, high-quality service delivery against SLAs across the client base.
• A cost-effective operation that scales smoothly as clients are onboarded.
Click on Apply to know more.