Senior Manager

Hi,

We are having an opening for Senior Manager-Workspace Management at our Mumbai location.

Job Summary :

We are seeking a highly experienced Senior Manager Workspace Management to lead the strategy, implementation, and continuous improvement of digital workplace technologies and services across a global pharmaceutical enterprise. The ideal candidate is a strategic leader who blends deep technical expertise with a strong customer service mindset, ensuring a seamless and secure digital workplace experience across a dynamic, enterprise-level environment.

This role is responsible for leading all aspects of end user computing, including desktop and field support, endpoint management, collaboration platforms, and executive support across R&D, manufacturing, quality, commercial, and corporate functions. The candidate will champion modern workplace enablement in a GxP-regulated environment, focusing on productivity, mobility, and collaboration across workforce.

Areas Of Responsibility :

• Lead the global end user services strategy, aligning with business goals and IT transformation initiatives to enhance workforce productivity and user satisfaction.
• Oversee the management and continuous improvement of desktop support, collaboration tools, mobile device services, and VIP/executive support.
• Develop and execute a long-term roadmap for modern workplace technologies, including endpoint automation, self-service portals, and AI-driven support solutions.
• Champion a user-first culture by continuously improving IT service delivery through proactive problem management, feedback loops, and digital adoption strategies.
• Own the ITIL-aligned service lifecycle for end user services, including incident, request, knowledge, and change management.
• Lead and mentor a global team of IT professionals, fostering a culture of accountability, innovation, and excellence.
• Collaborate closely with Information Security, Infrastructure, HR, and Facilities to ensure a secure and compliant end user environment.
• Manage large-scale hardware/software refresh cycles, licensing compliance, procurement, and vendor relationships.
• Define and track SLAs, KPIs, and user satisfaction metrics; use data insights to improve operational performance and strategic decisions.
• Provide white-glove support to executive leadership, ensuring exceptional responsiveness and discretion.

Educational Qualification :

Bachelors degree in information technology, Computer Science, or related field; Masters degree or MBA is a strong plus.

Specific Certification :

• ITIL V4 Intermediate
• Microsoft 365 Certified: Endpoint Administrator Associate:

Microsoft Certified: Azure Fundamentals

Skills :

• Strategic thinking with strong execution and delivery focus
• Exceptional leadership and team development skills
• Excellent communication, presentation, and executive stakeholder engagement
• Strong analytical and operational problem-solving abilities

Experience :

• 15-20 years of progressive IT experience, with at least 8+ years in a leadership role managing end user services in a large, complex organization
• In-depth experience with Microsoft 365, Windows, MacOS, Intune, Endpoint management system, endpoint security solutions & experience with End User solutions preferred.
• Proven experience managing global teams, distributed environments, and hybrid (remote/onsite) user bases.
• A strong track record in IT operations, digital transformation, vendor management, and employee experience is essential.
• Demonstrated experience driving enterprise-wide service improvements, technology modernization, and digital workplace strategies