Senior Manager - Workspace Management

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