Second-line Manager – Enterprise Enablement Front Office

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Responsibilities :

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Job Description :

Calling the strategist and leader in you:

If you're someone who thrives in complex global environments, sees opportunity in transformation, and believes in the power of technology to drive business excellence—this is your call to lead. If your passion lies in steering large-scale CRM Systems providing the required Front Office support to all key business functions of an organization while leading first-line managers, developing people, influencing global strategies, and creating tangible impact—read on.

We are looking for Second-line Manager – Enterprise Enablement Front Office for this strategic leadership role who is responsible for overseeing the development and enhancement of the organization's IT CRM systems and ServiceNow capabilities. The Second line Manager will serve as a leader, directly overseeing first-line managers and their respective teams working on Dynamics 365 (D365), Azure functions, and data management processes that support Sales and Service delivery. Additionally, the role encompasses responsibility for the ServiceNow platform, including ITSM, HRiS, and other modules. The role is designed to ensure operational excellence, technical innovation, and alignment with global business objectives.

This is how you'll make an impact:

- Lead and manage first-line managers and their teams focused on IT CRM and ServiceNow development.

- Build and nurture a high-performing, collaborative, and inclusive team culture.
- Drive workforce planning, talent acquisition, career development, and succession planning for the India teams.

- Oversee the development and maintenance of CRM solutions using Dynamics 365 and Azure functions.

- Ensure robust data management practices to support Sales and Service delivery processes.

- Lead the development and expansion of ServiceNow capabilities, including ITSM, HRiS, and other enterprise modules.

- Promote best practices in platform architecture, integration, and governance.

- Collaborate with the US-based leadership to align local execution with global strategy and vision.

- Translate strategic initiatives into actionable plans and measurable outcomes.

- Provide regular reporting and insights on team performance, delivery milestones, and innovation outcomes.

- Partner with global and regional stakeholders across IT, business units, and product teams to ensure alignment and integration of CRM and ServiceNow capabilities

- Represent the Kolkata teams in global forums, contributing to strategic planning and enterprise-wide initiatives.

- Ensure adherence to internal policies, data privacy regulations, and compliance frameworks.
- Champion responsible data stewardship and platform governance across all initiatives.

If you find your leadership style reflected in these attributes, this role is for you:

• Dual Focus: Balancing deep technical leadership with strong people management across all the front office areas.
• Global Integration: Acting as a bridge between local execution and global strategy, with influence across time zones and cultures.
• Strategic Agility: Ability to pivot between long-term vision and short-term delivery, adapting to evolving business needs and technological advancements.
• Operational Excellence: Driving efficiency, reliability, and scalability in CRM and ServiceNow operations.

Required Skills & Experience:

• 15+ Years of overall experience including at least 3 years of experience as manager driving technical deliveries and people management
• Broad proficiency in CRM and ServiceNow capabilities
• Proven ability to work in matrixed, global delivery environments
• Demonstrated success in leading and managing technical delivery teams 
• Effective communication skills, enabling effective collaboration with cross-functional teams and stakeholders 
• Strategic and conceptual thinker
• High personal integrity, prioritizing the needs of customers and employees 
• A record of accomplishment of influencing change and driving success 
• Adaptability in fast-paced, dynamic environments 

Think this sounds like you? Step up and lead transformation with us.
Ready to drive impact at scale? This could be your next move.
Inspired to be the architect of change? Let's connect.

How to Apply ?

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