Head of Offshore Service Delivery - IT & Security Operations

About Cywarden 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.ais agentic AI capabilities into daily operations. Key Responsibilities Delivery Leadership & Operations 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. Bachelors degree in engineering, computer science, or About Cywarden 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 org