Senior Director, Global Technical Services
Core
Lead the strategy, delivery, and evolution of Zendesk's global technical services organization for post-sales, focusing on transforming service models with AI to improve efficiency and customer value.
Role type
Senior Director, Global Technical Services (Strategy & Operations)
Builds
Global technical services offerings (one-time and recurring) for enterprise SaaS customers
Domain
SaaS / Enterprise Software / Post-Sales Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic leadership, P&L management, team scaling, AI integration, cross-functional partnership, operational excellence, service model design
Preferred skills
Experience in distributed team management, deep understanding of AI in service delivery, executive presence
Technologies
AI tools for service delivery optimization
Responsibilities
Lead global technical service delivery; Manage and develop teams of Technical Architects and Technical Account Managers; Define future vision for technical services; Evolve forward-deployed models; Drive AI adoption; Partner cross-functionally; Establish scalable operating practices
Seniority
Senior Director, P&L ownership, executive-level strategy
