Manager, IT Support Services

1 month ago

Noida, India Clarivate Full time

We are looking for a Manager of IT Workplace Services to join our global IT Workplace Operations Team. This is a fantastic opportunity and a regional leadership role responsible for overseeing a diverse team of professionals across multiple APAC countries, and this position is based in India (Bangalore or Noida). This role is crucial in leading and enhancing the Hybrid IT Digital Workplace strategy, ensuring efficient planning and budgeting, contributing to the organization's sustainability and ESG (Environmental, Social, and Governance) goals, and overseeing compliance, Configuration Management Database (CMDB), and Asset Management objectives. Additionally, the individual will support and manage financial and statutory audits and be accountable for the IT End User Computing hardware lifecycle.

The role will support service and technology roadmaps, oversee major transformation and M&A initiatives, commit team(s) to work, manage the quality of their work, and be responsible for supporting and delivering top-notch service solutions.

About You – experience, education, skills, and accomplishments   

Master's/bachelor’s degree from an accredited four-year college or university focusing on Computer Science, Information Systems, engineering, or a related field. Proven experience in IT leadership roles, with a minimum of 8 years of experience managing diverse teams across multiple countries. Strong knowledge of end-user computing hardware and lifecycle management and experience in developing and implementing digital workplace strategies. Financial management skills, including budgeting and cost optimization. Familiarity with sustainability and ESG principles and their application in IT. Strong project management skills with relevant certifications (e.g., ITIL, PMP) are a plus.

It would be great if you also had . . .   

Experience with ServiceNow implementations.

What will you be doing in this role?  

Lead a team of IT Workplace professionals spread across different locations in India and APAC, fostering a culture of high performance, teamwork, and a positive work environment. Encourage continuous improvement and inclusivity within the team. Oversee the complete lifecycle of end-user computing hardware, ensuring that employees are equipped with the most up-to-date and efficient IT equipment. Maintain a detailed Configuration Management Database (CMDB), keeping accurate and up-to-date records of all IT assets, configurations, and interconnections. Implement asset management best practices to optimize asset utilization, track asset lifecycles, and mitigate asset-related risks. Develop and enforce procedures for hardware procurement, deployment, and maintenance and Oversee the implementation of IT End User Computing hardware projects and annual upgrades/refreshes. Develop a detailed IT Digital Workplace strategy that aligns with the organization's business objectives and Implement initiatives to enhance the user experience, productivity, and security of digital workplace tools and technologies. Work closely with the finance department and the Office of the CIO to develop annual budgets for IT workplace services. Monitor and manage expenses to stay within budget while maximizing cost-effectiveness. Identify ways to align IT workplace services with the organization's sustainability and ESG goals and Conduct and manage financial and statutory audits related to IT workplace services, ensuring compliance with regulatory requirements and internal policies. Provide necessary documentation and support during audit processes. Work with procurement and legal teams to manage vendor relationships and contracts related to IT workplace services. Ensure vendor performance meets service-level agreements and cost expectations. Engage with key stakeholders, including department heads and executive leadership, to understand their IT needs and provide tactical guidance on technology solutions. Manage the Clarivate IT Service Portfolio and Service Catalogue, ensuring that hybrid and digital Workplace activities are well governed and that the IT Service Portfolio delivers value to the organization. Provide expert advice on ITSM best practices and collaborate with IT Services service owners to understand challenges, prioritize requirements, and identify opportunities to improve work practices and increase efficiency by leveraging appropriate ServiceNow and other Service Management platform capabilities.

About the Team  

APAC Workplace Services function with team members based across multiple geographies in APAC and India. The team comprises 20 Members and reports to the Director of IT Workplace Services.

Hours of Work   

Fulltime 45 h/week Travel up to 20%. Work from Office

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

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