Track Lead - Program & Project Management

Job Description Track Lead - Program & Project Management Gautam Buddha Nagar, Uttar Pradesh Job Summary Operations Manager – DWP (Digital Workplace) Role Title: Operations Manager – DWP (Digital Workplace) Location: Offshore / Hybrid (based on project requirements) Account: DePuy Synthes (DPS) Reporting To: Service Delivery Manager / Service Delivery Head Role Overview The Operations Manager – DWP is responsible for overseeing end-to-end Digital Workplace operations, ensuring service stability, SLA compliance, customer satisfaction, governance adherence, and continuous service improvement across End User Computing (EUC), collaboration tools, and workplace services. Key Responsibilities Lead day-to-day Digital Workplace operations and service delivery. Manage incident, problem, change, and service request processes. Ensure SLA/KPI compliance and drive operational excellence. Govern service performance through operational reviews and reporting. Coordinate with client stakeholders, tower leads, and delivery teams. Manage risks, issues, escalations, and improvement initiatives. Drive service transition, knowledge transfer, and operational readiness activities. Oversee workforce planning, resource utilization, and capacity management. Ensure adherence to security, compliance, audit, and regulatory requirements. Support service transformation, automation, and productivity improvement programs. Monitor customer satisfaction metrics and implement improvement actions. Required Skills Strong experience in Digital Workplace / End User Services operations. ITIL framework knowledge (Incident, Problem, Change, Service Level Management). Experience managing Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, Collaboration Tools, and Endpoint Services. Operational governance and service reporting expertise. Stakeholder and vendor management experience. Strong communication and presentation skills. ServiceNow experience preferred. Knowledge of transition and transformation programs. Experience 10+ years of IT Infrastructure / Workplace Services experience. 4+ years in service delivery, operations management, or governance leadership roles. Experience managing global delivery or large enterprise accounts preferred. Certifications (Preferred) ITIL Foundation / Managing Professional Microsoft 365 Fundamentals or related certifications PMP / PRINCE2 (desirable) Key Success Metrics SLA & KPI Compliance Incident and Service Request Performance Customer Satisfaction (CSAT) Operational Efficiency & Automation Adoption Audit & Compliance Adherence Risk and Escalation Managemen s. Key Responsibilities Operations Manager – DWP (Digital Workplace) Role Title: Operations Manager – DWP (Digital Workplace) Location: Offshore / Hybrid (based on project requirements) Account: DePuy Synthes (DPS) Reporting To: Service Delivery Manager / Service Delivery Head Role Overview The Operations Manager – DWP is responsible for overseeing end-to-end Digital Workplace operations, ensuring service stability, SLA compliance, customer satisfaction, governance adherence, and continuous service improvement across End User Computing (EUC), collaboration tools, and workplace services. Key Responsibilities Lead day-to-day Digital Workplace operations and service delivery. Manage incident, problem, change, and service request processes. Ensure SLA/KPI compliance and drive operational excellence. Govern service performance through operational reviews and reporting. Coordinate with client stakeholders, tower leads, and delivery teams. Manage risks, issues, escalations, and improvement initiatives. Drive service transition, knowledge transfer, and operational readiness activities. Oversee workforce planning, resource utilization, and capacity management. Ensure adherence to security, compliance, audit, and regulatory requirements. Support service transformation, automation, and productivity improvement programs. Monitor customer satisfaction metrics and implement improvement actions. Required Skills Strong experience in Digital Workplace / End User Services operations. ITIL framework knowledge (Incident, Problem, Change, Service Level Management). Experience managing Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, Collaboration Tools, and Endpoint Services. Operational governance and service reporting expertise. Stakeholder and vendor management experience. Strong communication and presentation skills. ServiceNow experience preferred. Knowledge of transition and transformation programs. Experience 10+ years of IT Infrastructure / Workplace Services experience. 4+ years in service delivery, operations management, or governance leadership roles. Experience managing global delivery or large enterprise accounts preferred. Certifications (Preferred) ITIL Foundation / Managing Professional Microsoft 365 Fundamentals or related certifications PMP / PRINCE2 (desirable) Key Success Metrics SLA & KPI Compliance Incident and Service Request Performance Customer Satisfaction (CSAT) Operational Efficiency & Automation Adoption Audit & Compliance Adherence Risk and Escalation Managemen Skill Requirements Operations Manager – DWP (Digital Workplace) Role Title: Operations Manager – DWP (Digital Workplace) Location: Offshore / Hybrid (based on project requirements) Account: DePuy Synthes (DPS) Reporting To: Service Delivery Manager / Service Delivery Head Role Overview The Operations Manager – DWP is responsible for overseeing end-to-end Digital Workplace operations, ensuring service stability, SLA compliance, customer satisfaction, governance adherence, and continuous service improvement across End User Computing (EUC), collaboration tools, and workplace services. Key Responsibilities Lead day-to-day Digital Workplace operations and service delivery. Manage incident, problem, change, and service request processes. Ensure SLA/KPI compliance and drive operational excellence. Govern service performance through operational reviews and reporting. Coordinate with client stakeholders, tower leads, and delivery teams. Manage risks, issues, escalations, and improvement initiatives. Drive service transition, knowledge transfer, and operational readiness activities. Oversee workforce planning, resource utilization, and capacity management. Ensure adherence to security, compliance, audit, and regulatory requirements. Support service transformation, automation, and productivity improvement programs. Monitor customer satisfaction metrics and implement improvement actions. Required Skills Strong experience in Digital Workplace / End User Services operations. ITIL framework knowledge (Incident, Problem, Change, Service Level Management). Experience managing Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, Collaboration Tools, and Endpoint Services. Operational governance and service reporting expertise. Stakeholder and vendor management experience. Strong communication and presentation skills. ServiceNow experience preferred. Knowledge of transition and transformation programs. Experience 10+ years of IT Infrastructure / Workplace Services experience. 4+ years in service delivery, operations management, or governance leadership roles. Experience managing global delivery or large enterprise accounts preferred. Certifications (Preferred) ITIL Foundation / Managing Professional Microsoft 365 Fundamentals or related certifications PMP / PRINCE2 (desirable) Key Success Metrics SLA & KPI Compliance Incident and Service Request Performance Customer Satisfaction (CSAT) Operational Efficiency & Automation Adoption Audit & Compliance Adherence Risk and Escalation Managemen Other Requirements Operations Manager – DWP (Digital Workplace) Role Title: Operations Manager – DWP (Digital Workplace) Location: Offshore / Hybrid (based on project requirements) Account: DePuy Synthes (DPS) Reporting To: Service Delivery Manager / Service Delivery Head Role Overview The Operations Manager – DWP is responsible for overseeing end-to-end Digital Workplace operations, ensuring service stability, SLA compliance, customer satisfaction, governance adherence, and continuous service improvement across End User Computing (EUC), collaboration tools, and workplace services. Key Responsibilities Lead day-to-day Digital Workplace operations and service delivery. Manage incident, problem, change, and service request processes. Ensure SLA/KPI compliance and drive operational excellence. Govern service performance through operational reviews and reporting. Coordinate with client stakeholders, tower leads, and delivery teams. Manage risks, issues, escalations, and improvement initiatives. Drive service transition, knowledge transfer, and operational readiness activities. Oversee workforce planning, resource utilization, and capacity management. Ensure adherence to security, compliance, audit, and regulatory requirements. Support service transformation, automation, and productivity improvement programs. Monitor customer satisfaction metrics and implement improvement actions. Required Skills Strong experience in Digital Workplace / End User Services operations. ITIL framework knowledge (Incident, Problem, Change, Service Level Management). Experience managing Microsoft 365, Teams, Exchange Online, OneDrive, SharePoint, Collaboration Tools, and Endpoint Services. Operational governance and service reporting expertise. Stakeholder and vendor management experience. Strong communication and presentation skills. ServiceNow experience preferred. Knowledge of transition and transformation programs. Experience 10+ years of IT Infrastructure / Workplace Services experience. 4+ years in service delivery, operations management, or governance leadership roles. Experience managing global delivery or large enterprise accounts preferred. Certifications (Preferred) ITIL Foundation / Managing Professional Microsoft 365 Fundamentals or related certifications PMP / PRINCE2 (desirable) Key Success Metrics SLA & KPI Compliance Incident and Service Request Performance Customer Satisfaction (CSAT) Operational Efficiency & Automation Adoption Audit & Compliance Adherence Risk and Escalation Managemen Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.