Job Description

Job Title
SM- Workspace Management
Job Grade:
G9A/G9B
Function:
Information Technology
Sub-function:
Service Assurance
Manager's Job Title:
Deputy General Manager
Skip Level Manager's Title:
Head - Global Infra & Service Assurance
Function Head Title:
Head - Global IT Service Assurance
Location:
Mumbai
No. of Direct Reports (if any)
2
Date of Joining:
Areas Of Responsibility
At Sun Pharma, we commit to helping you "Create your own sunshine"- by fostering an environment where you grow at every step, take charge of your journey and thrive in a supportive community.
Are You Ready to Create Your Own Sunshine?
As you enter the Sun Pharma world, you'll find yourself becoming 'Better every day' through continuous progress. Exhibit self-drive as you 'Take charge' and lead with confidence. Additionally, demonstrate a collaborative spirit, knowing that we 'Thrive together' and support each other's journeys."
Job Summary:
We are seeking a highly experienced Senior Manager -Workspace Management to lead the strategy, implementation, and continuous improvement of digital workplace technologies and services across a global pharmaceutical enterprise. The ideal candidate is a strategic leader who blends deep technical expertise with a strong customer service mindset, ensuring a seamless and secure digital workplace experience across a dynamic, enterprise-level environment.
This role is responsible for leading all aspects of end user computing, including desktop and field support, endpoint management, collaboration platforms, and executive support across R&D, manufacturing, quality, commercial, and corporate functions. The candidate will champion modern workplace enablement in a GxP-regulated environment, focusing on productivity, mobility, and collaboration across workforce.
Responsibilities:

• Lead the global end user services strategy, aligning with business goals and IT transformation initiatives to enhance workforce productivity and user satisfaction.
• Oversee the management and continuous improvement of desktop support, collaboration tools, mobile device services, and VIP/executive support.
• Develop and execute a long-term roadmap for modern workplace technologies, including endpoint automation, self-service portals, and AI-driven support solutions.
• Champion a user-first culture by continuously improving IT service delivery through proactive problem management, feedback loops, and digital adoption strategies.
• Own the ITIL-aligned service lifecycle for end user services, including incident, request, knowledge, and change management.
• Lead and mentor a global team of IT professionals, fostering a culture of accountability, innovation, and excellence.
• Collaborate closely with Information Security, Infrastructure, HR, and Facilities to ensure a secure and compliant end user environment.
• Manage large-scale hardware/software refresh cycles, licensing compliance, procurement, and vendor relationships.
• Define and track SLAs, KPIs, and user satisfaction metrics; use data insights to improve operational performance and strategic decisions.
• Provide white-glove support to executive leadership, ensuring exceptional responsiveness and discretion.

Travel Estimate
Up to 20%
Job Scope
Internal Interactions (within the organization)
Leadership and Business Users
External Interactions (outside the organization)
IT Partner (MSP) and Vendors
Geographical Scope
Global
Job Requirements
Educational Qualification

• Bachelor's degree in information technology, Computer Science, or related field; Master's degree or MBA is a strong plus.

Specific Certification

• ITIL V4 Intermediate
• Microsoft 365 Certified: Endpoint Administrator Associate:
• Microsoft Certified: Azure Fundamentals

Skills

• Strategic thinking with strong execution and delivery focus
• Exceptional leadership and team development skills
• Excellent communication, presentation, and executive stakeholder engagement
• Strong analytical and operational problem-solving abilities

Experience

• 15-20 years of progressive IT experience, with at least 8+ years in a leadership role managing end user services in a large, complex organization
• In-depth experience with Microsoft 365, Windows, MacOS, Intune, Endpoint management system, endpoint security solutions & experience with End User solutions preferred.
• Proven experience managing global teams, distributed environments, and hybrid (remote/onsite) user bases.
• A strong track record in IT operations, digital transformation, vendor management, and employee experience is essential.
• Demonstrated experience driving enterprise-wide service improvements, technology modernization, and digital workplace strategies

Your Success Matters to Us
At Sun Pharma, your success and well-being are our top priorities! We provide robust benefits and opportunities to foster personal and professional growth. Join us at Sun Pharma, where every day is an opportunity to grow, collaborate, and make a lasting impact. Let's create a brighter future together!
Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of incumbent(s).

Skills Required