? 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 workplace.
- 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.

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