Job Purpose
This is a critical senior leadership role overseeing Gresham's operations in India, with a primary focus on operational effectiveness across engineering, product, cloud operations and customer success. Around 80% of the role is dedicated to working closely with senior leaders in technology, product and customer success to shape and execute strategy, ensuring new products are delivered efficiently, cloud operations run smoothly, professional services engagements are executed to a high standard and customer success outcomes continually improve.
The remaining 20% of the role focuses on providing strong local leadership to ensure smooth operational execution, cultural alignment and regulatory compliance within a dynamic, fast-paced environment. The role works across multiple business functions to implement scalable processes, support delivery across teams and embed a collaborative, high-performance culture. It is both strategic and hands-on, with direct responsibility for ensuring that Gresham's India operation runs efficiently, teams are supported and all local operations meet the company's standards and expectations. Partnering with the India HR Business Partner to support hiring, employee experience and cultural engagement, ensuring local initiatives align with global standards and contribute to a positive, inclusive and high-performance working environment.
Key Responsibilities
Operational Leadership, Product, Engineering, Cloud Ops, Professional Services and Customer Support (approx. 80%)
- Lead operational effectiveness across engineering, product, cloud operations and professional services and customer success
- Partner with senior technology, product and customer success leaders to shape and execute operational strategy.
- Work with local third party resource partners who are facilitating surge engineering or services requirements
- Ensure new products are delivered efficiently, cloud operations run smoothly, professional services engagements and customer support activities are executed to high standards, and client satisfaction continually improves.
- Work with STG Labs to oversee Bangalore office operations, including facilities, vendor relationships, equipment logistics, space planning and hybrid working practices.
Local Leadership, People and Culture (approx. 20%)
- Partner with the India HR Business Partner to support hiring, retention, employee experience and cultural engagement, ensuring local initiatives align with global standards.
- Provide visible leadership within the India office, fostering a positive, inclusive and high-performance environment.
- Support the delivery of change programmes, policy alignment, restructuring efforts and engagement initiatives.
Compliance and Governance
- Work in partnership with Legal, Finance, Risk and People & Culture to ensure compliance with all regulatory requirements, ISO and SOC audit standards and statutory reporting.
- Maintain oversight of risk registers, internal controls and compliance tracking across the India office.
Key Skills
- Proven track record of partnering with senior technology, product, customers success leaders to share and set goals and align operational delivery with product strategy, cloud reliability and customer outcomes.
- Ability to understand and operate within complex technical delivery environments, including engineering, cloud infrastructure and SaaS based professional services and customer success. Positioning our India centre as an innovation and capability hub.
- 10+ years of experience in senior operations, business transformation, or shared services leadership roles
- Proven ability to operate in a matrixed, global environment without direct line ownership ideally within tech or B2B SaaS
- Strong cultural leadership capability, supportive of change, able to build trust and momentum across diverse teams
- Calm, proactive, and pragmatic, a go-to person for resolving local issues and navigating global complexity
- Track record of supporting M&A integration, workplace transformation, or organisational design in a scaling business
- Experience with private equity or post-merger transformation is strongly preferred
Attributes
- Exposure to Private Equity portfolio environments
- Experience with HR systems (HiBob), compliance frameworks, and Internal Systems onboarding
- Knowledge of India's professional services delivery models (especially in SaaS or FinTech)
- Ability to coach and influence leaders in ambiguous or high-change contexts
Key Stakeholders
- CEO, CTO, CFO
- Chief Product and Innovation Officer
- Group Director, Customer Success and Service Delivery
- Head of People & Culture
- Regional function heads and auditors
- India Delivery & Engineering Leaders
- Global Facilities, Internal Systems, Risk & Compliance
- Regional function heads
- Ops Partners and auditors
Application Details
We are now inviting applications for this role, with interviews taking place throughout September. The ideal start date is 1st October 2025, although we may accommodate notice periods for the right candidate.
