OFFSHORE DELIVERY LEAD – DIGITAL WORKPLACE @ INFOSYS
Infosys is currently seeking an experienced Offshore Delivery Lead specializing in Digital Workplace solutions to join our dynamic teams in India. This role is pivotal in managing and governing enterprise-scale device, endpoint, and user experience services. The successful candidate will oversee the entire Hardware Asset Lifecycle Management (HALM) process, including procurement, deployment, and disposal, while also leading Managed Print Services and optimization efforts. Possible work locations for this role include Bangalore and Hyderabad. The position demands a professional who can drive service stabilization and transformation initiatives while ensuring that all service delivery targets, including SLAs and KPIs, are consistently met. You will act as the primary offshore interface for onshore stakeholders and vendors, facilitating seamless communication and project execution. A significant focus will be on Digital Experience Monitoring (DEM) to proactively resolve user issues and enhance the overall employee experience (DEX). By integrating insights from devices and endpoints, you will contribute to a more efficient and productive digital environment. Leadership is a core component of this role, as you will be responsible for mentoring and growing offshore teams across multiple service towers. You will ensure strict adherence to ITIL-aligned processes, including incident and change management, while identifying opportunities for automation and self-healing systems. Candidates will also support the transition and onboarding of new scopes, ensuring that digital workplace outcomes align with the company's strategic goals.
Key Requirements
Minimum of 5 to 10 years of professional experience in Digital Workplace or End User Computing roles.
Proven expertise in managing end-to-end Hardware Asset Lifecycle Management (HALM).
Hands-on experience with Managed Print Services (MPS) delivery and optimization.
Demonstrated proficiency with Digital Experience Monitoring (DEM) tools like Nexthink or Aternity.
Strong understanding of ITIL frameworks, specifically Incident, Problem, Change, and Asset Management.
Experience leading and governing offshore delivery teams with ownership of SLAs and KPIs.
Familiarity with endpoint management tools such as Intune, SCCM, or JAMF.
Ability to manage ServiceNow platforms including ITAM, HAM, and CMDB modules.
Excellent communication skills to act as the primary interface for onshore stakeholders and clients.
Experience in driving automation and self-healing initiatives within a workplace environment.
Capability to mentor and develop team members across diverse technical towers.
Strong analytical skills to support DEM-driven problem management and continuous improvement.