Manager IT Service APAC

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Summary

This role is responsible for supporting over 2300 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

• Bachelors 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.
• Passion for leveraging AI automation and modern workplace technologies to improve IT service delivery.

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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