Job Description

Senior Manager - Digital Workplace Service Owner

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

The Digital Workplace (DWP) Service Owner plays a pivotal role in shaping and leading the organisation’s digital workplace strategy. Responsible for defining and delivering the strategic direction and comprehensive service roadmap, the DWP Service Owner oversees a suite of platforms including Microsoft 365, collaboration tools, endpoint services, mobility, and identity solutions. This role is the central point of accountability for service performance, user experience, compliance, and ongoing improvement, ensuring every aspect of the digital workplace aligns with evolving business objectives and workforce needs. As a strategic leader, operational guardian, and advocate for user experience, the DWP Service Owner ensures that the organisation’s digital environment is secure, modern, efficient, and intuitive. They are accountable for the full lifecycle of digital workplace technology services—from vision and strategy through to performance metrics and continuous enhancement. The DWP Service Owner acts as the key custodian of the organisation’s digital ecosystem, which spans collaboration platforms, end-user computing, identity and access management, and employee support channels. The role requires close collaboration with cross-functional teams, including engineering, security, HR, procurement, and other business stakeholders, to drive adoption and maximise value. By overseeing technology, operations, and people, the DWP Service Owner guarantees that digital workplace solutions remain cost-effective, secure, and consistently aligned with organisational goals. Ultimately, this position is entrusted with shaping a seamless, productive, and delightful digital workplace experience for all employees.

Key Responsibilities

As the Digital Workplace (DWP) Service Owner, you will define and deliver the strategic direction and service roadmap for digital workplace platforms—including Microsoft 365, collaboration tools, endpoint services, mobility, and identity solutions. You will serve as the primary point of accountability for service performance, user experience, compliance, and continuous improvement, ensuring alignment with business goals and evolving workforce needs.

Key Responsibilities:

• Develop and maintain the long-term strategy and lifecycle roadmap for Digital Workplace services, from initial concept and design through to retirement.
• Lead service governance by embedding standards, policies, and controls, and ensuring compliance with regulatory frameworks such as ISO 27001, SOX, FCA, and GDPR.
• Partner with engineering, operations, change management, and communications teams to deliver stable, scalable, and resilient services while driving adoption and productivity.
• Manage vendor relationships, licensing, renewals, and commercial performance, ensuring cost optimisation and value realisation.
• Monitor service health, KPIs, SLAs, and user feedback to proactively identify opportunities for optimisation, automation, and simplification.
• Champion a user-centric approach, ensuring accessibility, inclusivity, and a frictionless experience across all digital workplace touchpoints.
• Serve as the principal contact for business stakeholders, HR, IT leadership, and security teams, communicating service updates, risks, and progress against the roadmap.
• Oversee robust incident, problem, and change management processes, driving root-cause analysis and continuous improvement.
• Ensure access, identity, and security controls are actively managed, and maintain up-to-date documentation, knowledge articles, and support models.
• Evaluate ROI for new tools and enhancements, benchmark against industry best practices, and lead innovation initiatives, pilots, and proofs of concept. This role demands strong strategic vision, operational excellence, and a passion for delivering services that empower employees and drive organisational success within a modern digital workplace environment.

Skills, Knowledge and Expertise

• 5+ years in Digital Workplace, EUC, or IT Operations roles.
• 3+ years in service ownership, service management, or product ownership.
• Experience with Microsoft 365, endpoint management, identity, and collaboration platforms.
• Proven ability to manage service performance, stakeholders, vendors, and governance requirements.
• Extensive hands-on experience with core digital workplace platforms, including Microsoft 365 (Teams, SharePoint, OneDrive, Exchange Online), endpoint management (Intune), and identity solutions (Azure AD/Entra). Familiarity with collaboration ecosystems is highly desirable.
• Proven track record in end-user computing, covering device lifecycle management, Windows OS, mobile device management, and virtual desktop environments, coupled with a solid understanding of hardware standards.
• Demonstrable background in IT Service Management, with a strong grasp of ITIL best practices, service lifecycle management, and incident, problem, and change processes. Experience in service governance and continuous improvement is key.
• Solid understanding of security and compliance frameworks, including identity and access management, data protection principles, Zero Trust architecture, and regulatory standards such as ISO 27001 and GDPR.
• ·Experience working with cloud-based architectures and SaaS service models, with a keen awareness of automation and integration patterns.
• Practical exposure to digital employee experience (DEX) initiatives, behavioural change management, and user adoption strategies.