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,...