Service Delivery/Technology Head for one of the growing SaaS technology MNC

1. Role Mandate

• Senior leader to head and strengthen Company’s Chennai operations as part of the broader transformation journey.
• Primary orientation should be Business Operations / Service Delivery, with strong technology understanding.
• The individual is expected to gradually take over responsibilities from the existing senior operations leader, who is expected to transition towards a Board-level role.
• This is intended to be a growth/succession role, with the potential to move towards broader C-Suite responsibilities over time.

2. Scope of Responsibility

• Lead the Chennai-based customer service/support, business analyst and project/program management functions.
• Engineering/technology will have its own leadership and will not be the primary reporting organization for this role.
• Manage overall service delivery, operational processes, customer escalations and cross-functional execution.
• Work closely with the U.S.-based CEO, product, sales, business and customer-facing team.

Ideal candidate :

• Target approximately 12–18 years of experience, with flexibility for an exceptional candidate.
• Someone ready for a larger leadership opportunity, rather than an already established C-Suite executive.
• Experience in enterprise SaaS / B2B technology / product-led or technology-enabled businesses.
• Should have witnessed and preferably participated in a high-growth/scale-up environment.
• Exposure to high-availability, high-transaction enterprise platforms is important.

4. Technology Requirement

• Candidate should be technologically fluent and comfortable discussing enterprise software, cloud/AWS, .NET/Ruby, APIs, AI/GenAI and modern product environments.
• Product management, project/program management or technology-enabled service-delivery experience can be relevant.

MUST HAVES:

1. Proven scale-up experience — preferably someone who has personally taken a technology/delivery organization through roughly 3x–5x growth.
2. Delivery + Technology combination — not a pure technologist and not a pure operations/PMO person.
3. Strong people leadership/change management — capable of taking an existing team along rather than simply replacing people.
4. Chennai commitment + Tamil-speaking ability.
5. Strong U.S. exposure with executive/customer-facing maturity.