Senior Director, Global Technical Services

Job Description

Zendesk is seeking a Senior Director, Global Technical Services based in Austin, TX to lead the strategy, delivery, and evolution of our new global technical services organization. Your primary job is to be a leader to rethink, champion and transform how we do technical services in post-sales. This is not a ‘run the business’ position.

This leader will oversee a team of Technical Architects and Technical Account Managers delivering both one-time and recurring services, while shaping the future of Zendesk’s technical services function in close partnership with technical pre-sales and forward-deployed teams.

This role is ideal for a strategic, customer-focused leader who can combine operational excellence, technical depth, and AI-forward thinking to help reimagine post-sales delivery as Zendesk continues its transformation into an AI company.

Key Responsibilities

• Lead all global technical service delivery across one-time and recurring services.
• Manage and develop teams of Technical Architects and Technical Account Managers.
• Define and execute the future vision for Zendesk technical services in partnership with technical pre-sales.
• Help evolve Zendesk’s forward-deployed model to better serve customers and scale impact.
• Drive adoption of AI across technical services to improve throughput, efficiency, and customer value.
• Reimagine the post-sales technical services experience in support of Zendesk’s AI transformation.
• Partner cross-functionally with Product, Engineering, Sales, Customer Success, and other teams to align services with customer and business goals.
• Establish scalable operating practices, service standards, and success metrics for the organization.

Experience Requirements: 

• 12+ years of experience leading technical services, post-sales, or customer-facing technical delivery organizations with P&L responsibility.
• Strong leadership background managing distributed teams in a SaaS or enterprise software environment.
• Demonstrated ability to build and scale service models that balance customer outcomes with operational efficiency.
• Deep understanding of how AI can be applied to improve service delivery, team productivity, and customer experience.
• Strategic thinker with the ability to translate vision into execution.
• Strong communicator with executive presence and cross-functional influence.

Key Metrics Owned for Delivery:  

• Penetration & Adoption outcomes within customer book of business
• Full ownership of P&L for offerings delivered across Premier, ARR Technical Services and NRR Technical Services contribution

The US annualized OTE (On Target Earnings) range for this position is $250,000.00-$376,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.