Manager - IT Service APAC

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Job Summary This role is responsible for supporting over 2,300 employees across 16 offices in 10 countries, ensuring exceptional end-user experiences while driving automation, AI adoption, operational excellence, and continuous improvement. Based in our Chennai office, one of the largest Genesys locations globally, this position partners closely with global IT leaders and regional stakeholders to deliver consistent, scalable, and secure IT services across APAC. Key Responsibilities IT Service Leadership • Lead and develop a distributed team of IT professionals across APAC. • Drive service excellence, ensuring high levels of user satisfaction and operational performance. • Act as the senior escalation point for complex technical issues and critical incidents. • Oversee end-user computing, endpoint management, collaboration tools, AV systems, telephony, and office technology services. • Establish and monitor service KPIs, driving continuous improvement across the region. • Deliver executive and VIP support for senior leadership teams. Automation & AI Enablement • Drive adoption of AI-powered and automated support capabilities, including self-service, virtual agents, workflow automation, and proactive monitoring. • Leverage analytics and automation tools to improve service quality, reduce manual effort, and enhance user experience. • Promote innovation through platforms such as ServiceNow, Microsoft Power Platform, and other automation technologies. • Measure and communicate the business impact of automation initiatives. Service Strategy & Transformation • Align regional IT services with global standards, policies, and business objectives. • Partner with global IT teams to deliver consistent service experiences across all regions. • Lead IT-related initiatives supporting office growth, technology refreshes, and organizational change. • Apply Agile practices to improve service delivery, collaboration, and operational efficiency. Stakeholder & Vendor Management • Build strong relationships with business leaders and key stakeholders across APAC. • Manage third-party vendors, service providers, and support contracts. • Represent APAC IT Services in global projects, audits, and strategic initiatives. • Communicate effectively with technical and non-technical audiences, including executive leadership. Governance & Compliance • Manage regional IT budgets, operational planning, and reporting activities. • Ensure compliance with ITIL, SOX, Cyber Essentials, and applicable regional requirements. • Support audit activities, asset management, onboarding/offboarding processes, and operational documentation. • Maintain strong security and risk management practices across the APAC environment. Required Qualifications Experience • 10+ years of IT operations, end-user support, or IT service management experience. • Minimum 5 years of people leadership experience within a regional or global environment. • Experience managing distributed teams across multiple countries and cultures. • Proven track record of driving service improvements, operational excellence, and customer satisfaction. • Experience managing vendors, budgets, and strategic technology initiatives. Technical Expertise • Strong knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) practices. • Experience with ServiceNow or similar enterprise ITSM platforms. • Expertise in endpoint and workplace technologies including Windows, macOS, mobile platforms, endpoint management, collaboration tools, and AV systems. • Experience implementing automation, workflow orchestration, self-service, or AI-enabled support solutions. • Familiarity with scripting and automation technologies such as PowerShell, Python, or REST APIs is preferred. Certifications & Education • Bachelor’s degree in Computer Science, Information Systems, or related field. • ITIL Foundation v4 certification required. • Additional certifications in ServiceNow, Agile, Automation, or AI technologies are advantageous. Preferred Experience • APAC regional IT leadership experience. • ServiceNow Automation, Virtual Agent, or AI-driven ITSM capabilities. • Digital workplace transformation initiatives. • Agile delivery and continuous improvement programs. • Customer self-service, chatbot, and automation platforms. • Experience supporting large-scale multinational organizations. Additional Requirements • Ability to travel across APAC as required. • Flexibility to support a geographically distributed workforce across multiple time zones. • Strong communication, leadership, and stakeholder management skills. • Pa