Director, IT Support Services
Location
Noida | India
Job description
We are looking for a Director, of IT Workplace Services to join our global IT Workplace Operations Team. This is an amazing opportunity and a strategic leadership role responsible for overseeing a diverse team of professionals across multiple countries, this position is based in India. 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 Director will lead and manage financial statutory audits and be accountable for the IT End User Computing hardware lifecycle.
The role will drive 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
- Masters/Bachelor's degree from an accredited four-year college or university with a focus on Computer Science, Information Systems, engineering, or a related field.
- Proven experience in IT leadership roles, with a minimum of 15 years of experience managing diverse teams across multiple countries.
- Strong knowledge of end-user computing hardware and lifecycle management.
- 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.
- Relevant certifications (e.g., ITIL, PMP) are a plus.
- Travel up to 20%.
It would be great if you also had . . .
- Working exposure with organizations having Global Presence.
- Ability to build and maintain relationships with key stakeholders across the organization.
- Ability to educate on and convey complex concepts.
- Ability to navigate in uncertain and fast-paced environments.
- Analytical mindset with thorough problem-solving competencies.
- Experience with ServiceNow implementations.
What will you be doing in this role
- Lead and manage a geographically dispersed team of IT Workplace professionals, ensuring a high level of performance, collaboration, and employee experience.
- Foster a culture of innovation, inclusion, and continuous improvement within the IT Workplace Services team. Facilitate a collaborative environment with project team members, business and technical owners and other stakeholders to establish a culture of trust and open communication.
- Oversee the lifecycle management of end-user computing hardware, ensuring that employees have access to up-to-date and efficient IT equipment.
- Develop and maintain a robust CMDB, ensuring accurate and up-to-date records of all IT assets, configurations, and their relationships.
- Implement asset management best practices to optimize asset utilization, track asset lifecycles, and minimize asset-related risks.
- Develop and implement policies and procedures for hardware procurement, deployment, and maintenance.
- Oversee the delivery of IT End User Computing hardware projects and yearly upgrades/refreshes.
- Develop and execute a comprehensive IT Digital Workplace strategy aligned with the organization's business objectives.
- Drive initiatives to enhance the user experience, productivity, and security of digital workplace tools and technologies.
- Collaborate with finance and the Office of the CIO to develop annual budgets for IT workplace services.
- Monitor and manage expenditures within budget constraints while optimizing cost-effectiveness.
- Identify opportunities to align IT workplace services with the organization's sustainability and ESG objectives.
- Lead and manage financial statutory audits related to IT workplace services, ensuring compliance with regulatory requirements and internal policies.
- Provide necessary documentation and support during audit processes.
- Collaborate 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.
- Contribute to the development of the overall IT and organizational strategic plans.
- Prepare and present regular reports to the CIO and senior leadership on the status of IT workplace services, including key performance indicators and achievements.
- Engage with key stakeholders, including department heads and executive leadership, to understand their IT needs and provide strategic guidance on technology solutions.
- Oversee Clarivate IT Service Portfolio and Service Catalogue, ensuring hybrid and digital Workplace activities are well governed, and that the IT Service Portfolio offers value to the organization this responsibility includes process design, communication, data, and tools used to support the Service Portfolio and Catalogue.
- Provide subject matter expertise on ITSM best practices and work with IT Services service owners to understand pain points, prioritize requirements and identify opportunities to improve work practices and gain efficiency by leveraging appropriate ServiceNow and other Service Management platform capabilities.
About the Team
Global Workplace Services function with team members based across multiple geographies. The team consists of 50 Members and is reporting to the Vice President, Workplace and Support Services.
Hours of Work
45 hours per week. It is a permanent onsite position.
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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