Program Manager

Location

Mumbai | India

Job description

JOB DESCRIPTION

We are seeking a seasoned professional with 15-20 years of extensive experience in leading large IT teams, specifically with a primary focus on End User Support. As the Director of IT Operations, the successful candidate will be responsible for overseeing and managing the IT Helpdesk function, as well as the related functions of Asset Management, Access Management, and Workspace Management. The ideal candidate has successfully led diverse teams, demonstrating expertise across various time zones and geographies, including Asia, EMEA, and the US. The candidate's exposure to sectors such as Private Equity, Index funds, BFSI, IT Software, Logistics, and Shipping adds significant value to our team.

Key Responsibilities:

Leadership and Team Management:

• Lead and inspire a large IT team, fostering a culture of collaboration, innovation, and excellence.
• Provide strategic direction and guidance to ensure the team's efficiency and effectiveness.

IT Helpdesk Management:

• Oversee the IT Helpdesk function, ensuring timely and efficient resolution of end-user issues.
• Implement and optimize processes to enhance the overall support experience.

Asset Management:

• Develop and implement strategies for effective Asset Management, including hardware and software inventory control.
• Ensure compliance with asset management policies and procedures.

Access Management:

• Lead initiatives related to access management, including user access provisioning, de-provisioning, and periodic access reviews.
• Collaborate with security teams to ensure access controls align with security policies.

Workspace Management:

• Manage and optimize workspace environments to enhance productivity and user experience.
• Stay abreast of industry trends and best practices in workspace management.

Qualifications and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree is a plus.
• Proven experience of 15-20 years in a leadership role, specifically leading large IT teams.
• Extensive background in End User Support, with a focus on delivering exceptional customer service.
• Experience in Asset Management, Access Management, and Workspace Management functions.
• Familiarity with industry-standard ITIL practices and frameworks.

Preferred Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven ability to drive process improvements and operational efficiency.
• Experience in a competitor firm is highly desirable.

ABOUT THE TEAM

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Digital is the trusted partner of choice to the world's largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees - at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket - applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital's innovative delivery model drives the 'metrics that matter' for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.

Job tags

Salary