Senior Process Manager
Strategic Leadership
• Develop and execute the IT End User Support strategy aligned with business and client delivery goals.
• Drive digital workplace initiatives to enhance employee productivity and collaboration.
• Establish and track KPIs for service delivery, ensuring compliance with SLAs and client requirements.
• Partner with global IT leaders to standardize tools, processes, and support models. Operational Excellence
• Oversee daily operations of Service Desk, Desktop Support, and Support teams across different geographies and other onsite sites.
• Ensure 24x7 availability of IT support services, covering office-based and remote (WFH) users.
• Supervise incident, request, and escalation management through ITSM tools (e.g., ServiceNow, Jira, ServiceDesk).
• Manage asset lifecycle processes — procurement, deployment, maintenance, and retirement — in line with audit and compliance standards.
• Coordinate rollout of upgrades, migrations, and infrastructure changes with minimal business disruption.
Governance, Security & Compliance
• Enforce IT policies, security standards, and compliance with global client and internal audit requirements.
• Collaborate with Information Security and Compliance teams to ensure endpoint and data protection.
• Maintain accurate documentation of processes, access controls, and incident resolutions for audit readiness
People & Vendor Management
• Lead and mentor a diverse team of IT professionals supporting multiple business units and client accounts.
• Drive team engagement, performance reviews, and training programs to strengthen technical and soft skills.
• Manage vendor relationships for IT equipment, managed services, and third-party support providers.
• Forecast staffing and budget requirements based on projected client growth and new site expansions. Innovation & Continuous Improvement
• Identify automation and self-service opportunities
• Regularly review user feedback and satisfaction scores to improve service experience.
• Evaluate new technologies to enhance remote support capabilities and endpoint management efficiency.