Lead Digital Workplace (EUS)

Job Title: EUS Service Leader – Digital Workplace

Job Location: Bengaluru

About Syngene :  Syngene (www.syngeneintl.com) is an innovation-led contract research, development and manufacturing organization offering integrated scientific  services from early discovery to commercial supply.

At Syngene, safety is at the heart of everything we do personally and professionally. Syngene has placed safety at par with business performance with shared responsibility and accountability, including following safety guidelines, procedures and SOPs, in letter and spirit

Core Purpose of the Role:

The EUS Service Leader ensures that all services within the End User Digital Workplace domain are delivered in alignment with contracted supplier obligations and Syngene’s business objectives. The role focuses on delivering business benefits by managing service delivery in close collaboration with stakeholders and suppliers. Responsibilities include monitoring service levels, managing corrective actions, overseeing operational processes, and ensuring financial compliance with budgets and purchase orders. The position also involves driving continuous improvement and optimising services to support Syngene’s digital transformation journey.

This role operates within Syngene’s Infrastructure Services function, which aims to deliver standardised, fit-for-purpose infrastructure services that balance time-to-market, cost, and quality. The EUS Service Leader will manage services within the End User Digital Workplace portfolio, which includes:

• Client Services: Standard Desktop/Laptop, Factory Workstations, Mobile Device Management, Virtual Client, Intune, M/O365 Autopilot
• Unified Communication & Collaboration: Email, Information Sharing, Conferencing, Contact Centre
• Identity & Access Management: Active Directory, Federation Service (SSO), User Account Provisioning, MFA
• IT Asset Management
• Print Services
• Endpoint Security: Anti-malware
• Conference /teams/meeting rooms experince

Key Responsibilities

Service Delivery & Governance

• Define and maintain stakeholder interaction models and communication plans.
• Coordinate supplier deliveries and manage operational processes.
• Ensure SLAs are clearly understood and adhered to by all parties.
• Act as subject matter expert for the assigned service portfolio.
• Oversee incident and problem management, including escalations.
• Approve infrastructure changes, ensuring risk mitigation and adequate testing.
• Monitor and report service levels, drive corrective actions for SLA breaches.
• Consolidate end-user satisfaction metrics and maintain performance dashboards.
• Drive continuous improvement initiatives for service delivery.

Financial & Commercial Management

• Forecast capacity and track service volumes and costs.
• Track supplier invoices and ensure corrections for discrepancies.
• Participate in supplier IT asset discussions or new or modified services, pricing, and penalty schemes.
• Prepare and manage product budgets; contribute to investment planning.

Strategic Contribution

• Define and execute service roadmaps aligned with IT long-term plans.
• Ensure digital workplace design delivers optimal end-user experience.
• Drive governance and improvement initiatives across the service area.

Additional Responsibilities

• Set directions and establish ways of working for the entire service area across Syngene Business.
• Manage and enhance the Executive customer's existing end-user experience.
• Lead negotiations with suppliers on contractual terms and service quality indicators.

Syngene Values

All employees will consistently demonstrate alignment with our core values

•  Excellence
•  Integrity
•  Professionalism

Required Skills & Experience

• Proven expertise in ITIL-based service management, including service transition and continuous improvement.
• Strong communication, negotiation, and stakeholder management skills.
• Advanced knowledge of services within the End User Digital Workplace portfolio.
• Experience in global, multicultural environments.
• Financial accountability and supplier relationship management experience.
• ITIL Certification (Intermediate or Expert level preferred).
• Experience in managing large-scale end-user services in a global organisation.
• Strong analytical and problem-solving skills.
• IT Project management experience 
• Capture local Infrastructure demand as a business infrastructure manager.
• Local accountability of a broader DIT infra scope, and full responsibility of all IT Infra resources:
• Desk-side support (standard and executive management support)
• IT Infra deliveries
• URS (user request services)
• IT Request management and dispatching
• Able to drive digitalisation, standardisation, continuous improvement and ensure consistency of onsite deliveries across all onsite India, US
•  Maximise business value and efficiency by handling the local purchases and supplier handling
•  Follow and execute global work instructions set by other DIT infra service management, quality, & Process

Equal Opportunity Employer:

It is the policy of Syngene to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable legislation or local law. In addition, Syngene will provide reasonable accommodation for qualified individuals with disabilities.