Senior Principal Consultant Onsite Manager – Workplace Services

With us, you’ll learn fast, work smart, and make a difference. You'll build a career that matters.

Ready to build the future with AI? At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry‑first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform m 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 what’s possible, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting‑edge solutions – we help companies across industries get ahead and stay ahead.

• 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.

• Lead and manage onsite teams covering Desktop Engineering, White Glove / VIP Support, Service Desk & ITSM Tools, Microsoft Teams, SharePoint & One Drive, and Collaboration 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.

• Own operational governance of ITSM tools (e.g., Service Now or equivalent).
• Design, build, and run standard and ad‑hoc reports in Service Now 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.

• 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.

• Manage support, adoption, and stability of Microsoft Teams, SharePoint Online, and One Drive 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.

• 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.

• 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.

• Bachelor’s degree in…