Senior Principal Consultant Onsite Manager – Workplace Services

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Senior Principal Consultant Onsite Manager Workplace Services
The Onsite Manager Workplace Services is responsible for end-to-end management of onsite IT support collaboration and digital workplace services. This role oversees Desktop Engineering White Glove Support Service Desk & ITSM Tools Microsoft Teams SharePoint OneDrive and collaboration platforms with strong ownership of service reporting analytics and performance insights. The role ensures operational excellence SLA compliance data-driven decision-making and continuous service improvement
Responsibilities
1. Service Delivery & Operations
Own overall delivery of Workplace Services at the client site ensuring a consistent high-quality end-user experience.
Ensure adherence to SLAs KPIs security standards and operational processes.
Act as the primary onsite escalation point for high-severity incidents and service disruptions.
Oversee incident problem change and request management aligned to ITIL best practices.

2. Team & People Management
Lead and manage onsite teams covering:
oDesktop Engineering
oWhite Glove / VIP Support
oService Desk & ITSM Tools
oMicrosoft Teams SharePoint & OneDrive
oCollaboration Tools & Team Managers
Provide leadership mentoring performance management and career development.
Manage staffing shift coverage and workload balancing.
Drive a culture of accountability customer focus and continuous improvement.

3. ITSM Tools Reporting & Analytics
Own operational governance of ITSM tools (e.g. ServiceNow or equivalent).
Design build and run standard and ad-hoc reports in ServiceNow covering incidents requests changes SLAs assets and CSAT.
Develop and maintain operational dashboards for real-time visibility into service health trends and risks.
Analyze service data to identify patterns root causes improvement opportunities and automation candidates.
Translate complex data into actionable insights for leadership clients and operational teams.
Ensure accuracy consistency and integrity of service data and reporting outputs.

4. Desktop White Glove & Endpoint Services
Oversee lifecycle management of desktops laptops peripherals and endpoint tools.
Ensure proactive personalized White Glove/VIP support for executives and key users.
Coordinate with engineering teams on OS imaging patching software deployment and refresh programs.

5. Teams SharePoint OneDrive & Collaboration Services
Manage support adoption and stability of Microsoft Teams SharePoint Online and OneDrive for Business.
Ensure effective collaboration document management and secure file-sharing across the organization.
Oversee onboarding access management permissions and issue resolution for collaboration platforms.
Partner with security and compliance teams to meet data governance retention and protection requirements.

6. Stakeholder & Client Management
Act as the primary onsite interface with client stakeholders and business leadership.
Present data-driven service reviews dashboards and performance insights.
Manage escalations with clear communication ownership and timely resolution.
Align workplace services and improvement roadmaps with business priorities.

7. Continuous Improvement & Service Optimization
Use analytics and trend analysis to proactively improve service quality and efficiency.
Drive reduction in repeat incidents manual effort and escalations through problem management and automation.
Support workplace transformation initiatives including M365 adoption SharePoint migrations and hybrid work enablement.

Qualifications we seek in you!
Minimum Qualifications
Bachelors degree in Information Technology or equivalent experience.
Experience of IT support or workplace services experience including Relevant years in a leadership role.
Strong experience managing onsite IT support and collaboration services.
Hands-on experience with Microsoft 365 (Teams SharePoint Online OneDrive).
Strong experience with ServiceNow reporting dashboards and ITSM analytics.
Working knowledge of ITIL frameworks and service governance.

Preferred Qualifications/ Skills
Strong leadership and stakeholder management
Advanced reporting and data analysis skills
Ability to interpret trends and translate data into business insights
Incident and crisis management
Customer-centric outcome-driven mindset

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

The approximate annual base compensation range for this position is $80000 to $10000. The actual offer reflecting the total compensation package plus benefits will be determined by a number of factors which include but are not limited to the applicants experience knowledge skills and abilities; geographic location; and internal equity

Work-from-Anywhere Roles Los Angeles California-based candidates are not eligible for this role
Location-based Roles (e.g. Richardson roles metro area can be adjusted by role location) Los Angeles California based candidates are not eligible for this role. area candidates are eligible for this role only.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.