Role Summary
Cywarden, Inc. is a global cybersecurity firm helping clients advise, implement, and operate secure enterprises. Through our agentic AI platform, Cyforte.ai, we automate and productize consulting and managed services — combining deep human expertise with AI-driven operations to deliver faster, smarter, and more scalable outcomes for clients worldwide.
Role Summary
We are seeking a seasoned delivery executive to build and lead our offshore service delivery organization in India. As VP / Head of Offshore Service Delivery, you will own end-to-end delivery of 24x7 managed IT operations and security operations (SOC/MDR) services, scaling high-performing teams and leaders in Pune and/or Mohali. This is a hands-on executive role for someone with a strong technology and ITSM foundation who has built offshore delivery organizations from the ground up — establishing operating models, service management discipline, talent pipelines, and a culture of client-first execution. You will work directly with the CEO and COO to shape delivery strategy and embed Cyforte.ai’s agentic AI capabilities into daily operations.
Key Responsibilities
- Own P&L-level accountability for offshore service delivery, including quality, margin, utilization, and client satisfaction across all managed services engagements.
- Lead 24x7 IT operations (infrastructure, cloud, network, end-user services) and security operations (SOC monitoring, incident response, threat detection, vulnerability management) teams and shift leads.
- Establish and run a follow-the-sun operating model with robust shift management, escalation paths, and on-call coverage.
- Define, measure, and continuously improve SLAs, KPIs, and OLAs; drive service reviews and executive reporting to CEO/COO and client stakeholders.
ITSM & Process Excellence
- Institutionalize ITIL-based service management — incident, problem, change, request, and knowledge management — across IT and security operations.
- Drive maturity of ITSM tooling (ServiceNow, Jira Service Management, or equivalent) and integration with SIEM/SOAR and monitoring platforms.
- Champion automation-first delivery: partner with product teams to embed Cyforte.ai agentic workflows into runbooks, triage, and routine operations to improve speed and reduce cost-to-serve.
Scaling Teams & Talent
- Build the offshore organization from current footprint to scale — workforce planning, hiring, onboarding, and ramp plans across Pune and Mohali.
- Recruit, develop, and retain shift leads, delivery managers, and technical leads; build succession depth and leadership bench strength.
- Create career paths, certification programs, and performance frameworks that sustain quality at scale in a competitive Indian talent market.
Client & Stakeholder Management
- Serve as senior delivery escalation point for global clients; lead major incident communications and post-incident reviews.
- Support pre-sales and solutioning: delivery estimates, staffing models, transition/transformation plans, and due diligence for new engagements.
- Lead smooth service transitions and knowledge transfer for new client onboarding.
Governance, Risk & Compliance
- Ensure delivery operations meet security and compliance requirements (ISO 27001, SOC 2, client-specific controls) including physical, personnel, and data security for offshore facilities.
- Own business continuity and disaster recovery readiness for delivery centers.
Required Qualifications
- 18+ years in IT services / technology delivery, with 8+ years leading large offshore or global delivery organizations (100+ FTEs) from India.
- Proven track record building and scaling 24x7 operations teams — ideally both IT operations (NOC/infrastructure/cloud) and security operations (SOC/MDR).
- Deep, hands-on ITSM expertise: ITIL v4 practitioner-level knowledge of incident, problem, change, and service level management at enterprise scale.
- Strong technical foundation across infrastructure, cloud (AWS/Azure/GCP), networking, and modern security operations (SIEM, SOAR, EDR, threat intelligence).
- Experience with global clients and delivery models at firms such as Big 4 consultancies, global SIs, or managed services providers.
- Demonstrated success hiring and scaling teams in India — preferably Pune, Mohali/Chandigarh tri-city, or comparable Tier 1/Tier 2 markets.
- Executive presence: able to report to and partner directly with CEO/COO, and represent delivery to client C-suites.
- Bachelor’s degree in engineering, computer science, or related field.
Preferred Qualifications
- Experience running or transforming a SOC / managed security services (MSSP/MDR) practice.
- Exposure to AI/automation-driven service delivery — agentic AI, AIOps, hyperautomation, or intelligent SOC tooling.
- Certifications: ITIL v4 Managing Professional / Strategic Leader, PMP, CISSP, CISM, or equivalent.
- Experience setting up a new delivery center or GCC (Global Capability Center) in India, including facilities, compliance, and entity operations.
- MBA or equivalent management education.
What Success Looks Like
- First 90 days: Assess current delivery operations, establish shift and escalation model, define the ITSM baseline and KPI dashboard, and present a 12-month scaling roadmap to the CEO/COO.
- 6 months: 24x7 coverage running at target SLAs with leadership bench in place; hiring engine delivering ramp plans on schedule; first Cyforte.ai automation use cases live in operations.
- 12 months: Offshore organization scaled to plan with improved margin and CSAT; automation reducing manual effort measurably; delivery center recognized by clients as a differentiator.
Why Join Cywarden
- Executive seat at a fast-growing global cybersecurity firm, reporting directly to the CEO and COO.
- Opportunity to build an offshore delivery organization from the ground up — your playbook, your team, your legacy.
- Work at the frontier of AI-driven services with Cyforte.ai, redefining how consulting and managed services are delivered.
Competitive executive compensation, performance incentives, and leadership growth path.
Pay: From ₹3,000,000.00 per year
Work Location: In person
