Manager- Service Operations & Delivery

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

Syensqo is expanding its capabilities by adding a Global Capability Center (GCC) in Pune, India with a potential expansion and creation of new GCCs in the US and Europe. The GCC’s vision is to develop and deliver IT services as an extension to our global teams. 

Find more about us: https://www.syensqo.com/en/

Job Overview and Responsibilities:

The Manager, Service Operations & Delivery, GCC, is responsible for overseeing the operational activities, people management, and performance of the Service Operations & Delivery teams at GCC Pune, which spans multiple IT domains at Syensqo. 

As a member of the GCC Leadership team, you will play a key role in strategic decision-making, shaping the overall direction of the center, and fostering the right culture, while reporting directly to the Head of GCC.

In this role, you will ensure the effective management of the Service Operations & Delivery teams in collaboration with Global IT Support Lead. 

You will lead, inspire, and develop a high-performing team, drive talent management initiatives, ensure adherence to global and regional policies, and provide a safe and inclusive environment where all team members can thrive.

Strategic Leadership

• Develop and execute the strategic vision for the Transversal Support teams at GCC in alignment with the global IT and GCC goals.

• Act as the primary point of contact for Transvarsal Support teams at GCC.

• Drive initiatives to expand the Transversal Support teams capabilities and services, ensuring alignment with global business needs.

L2 Team Ownership & 24x7 Service Operations (Service Operation)

• Take full ownership of the Level 2 (L2) support team, ensuring efficient and effective resolution of incidents, problems, and service requests escalated from L1, in line with ITIL Service Operation processes.

• Ensure the smooth, continuous operation of IT services in a 24x7 environment, following ITIL best practices.

• Oversee Incident, Problem, Change, and Service Request management processes, ensuring all activities are executed efficiently and in compliance with ITIL standards.

• Provide technical guidance, facilitate knowledge sharing, and ensure adherence to ITIL best practices within the L2 team.

• Monitor and maintain compliance with SLAs and OLAs (Operational Level Agreements), ensuring service quality and contractual commitments are met.

Liaison Between L1 and L3 Teams

• Serve as the primary interface between L1 (Service Desk) and L3 (Specialist/Engineering) teams, ensuring seamless escalation and communication.

• Coordinate and manage escalations to ensure timely resolution of critical incidents, minimizing business impact and maintaining customer satisfaction.

• Facilitate Major Incident Management processes, ensuring effective collaboration and communication across all support levels.

• Ensure that escalations to L3 are well-documented and that feedback loops to L1 are maintained for knowledge improvement.

Collaboration with Service Delivery Management (ITIL Service Delivery)

• Work closely with Service Delivery Management teams across various domains to ensure service levels, availability, and continuity targets are met.

• Participate in Service Level Management, Capacity Management, and Availability Management activities, supporting the achievement of agreed-upon SLAs and OLAs.

• Engage in regular service reviews, post-incident reviews, and service improvement planning.

• Operate in a cross-functional capacity, collaborating with multiple technical and business domains to ensure end-to-end service quality.

Continual Service Improvement (CSI)

• Support or participate in CSI initiatives, implementing process enhancements and preventive measures to improve service quality and efficiency.

• Foster a culture of continuous improvement within the team, encouraging proactive problem-solving and innovation.

People Management and Engagement

• Lead, motivate, and develop the L2 team, ensuring high engagement, retention, and performance in a 24x7, multi-shift environment.

• Recognize achievements, address concerns proactively, and foster a positive, collaborative team culture aligned with ITIL guiding principles.

Reporting and Communication

• Prepare and present regular reports on service performance, incident and problem metrics, and CSI initiatives to senior management and stakeholders.

• Ensure transparent communication across all support levels and with Service Delivery Management.

GCC Performance Measurement

• Contribute in monitoring and evaluating the effectiveness of the GCC through clearly defined Key Performance Indicators

Talent Acquisition

• Take a leading role in the hiring process, including candidate fitment, grade, and salary decisions, while ensuring active participation of Global Functional Managers in CV screening and interviews.

Performance Management

• Set and track individual and team goals, promoting behaviors aligned with Syensqo’s values.

• Drive shared responsibility with Global Functional Managers for talent and performance management, including accountability for SuccessFactors reviews and employee development plans.

Culture Building

• Champion and nurture a positive, collaborative, and inclusive culture within the GCC. Promote Syensqo’s values, encourage open communication, and create an environment where all team members feel valued, engaged, and empowered to contribute their best.

Employee Retention

• Oversee employee retention strategies, ensuring a motivated and engaged workforce.

Education and Experience

• Minimum of 12 years of progressive experience in IT service operations or service delivery, with at least 3 years in a Global Capability Center (GCC) or similar multinational environment.

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.

• Proven experience managing large-scale IT operations or support teams in a 24x7, multi-shift environment, preferably with direct L2 team leadership.

• Strong background in ITIL processes, with ITIL Foundation certification required; advanced ITIL certifications (e.g., ITIL Service Operation, ITIL Managing Professional) are a plus.

• Demonstrated expertise in Incident, Problem, Change, and Service Request management, as well as driving compliance with SLAs and OLAs.

• Solid experience in talent management, including team development, performance management, and recruitment in a cross-functional, multicultural setting.

• Track record of successfully leading governance, compliance, and continual service improvement (CSI) initiatives.

• Excellent leadership, communication, and interpersonal skills.

• Experience working in a global, multicultural environment is preferred.

Skills and Behavioral Competencies

• Result orientation, influence & impact

• Empowerment & accountability

• Team spirit, building relationships, and collective accountability, thrive in a multicultural environment

• Strong leadership capability, executing as appropriate in the areas of responsibility

• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

• Excellent people management skills

• Business and financial acumen

• Ability to drive actions and behavior per the company values

• Global mindset - excellent cultural knowledge and understanding

• Innovative with can develop and implement strategies

• Dynamic, initiative-driven, persistent, reliable and goal-oriented

• Excellent communication skills in the English language, both oral and written.

Language Skills

English

What’s In It For You

• Be a part of GCC Leadership team with an opportunity to work with global, multicultural environment

• Be part of and contribute to a once-in-a-lifetime change journey

• Join a dynamic team that is going to tackle big bets

• Have fun and work at a high pace

• Have a high level of autonomy

About us

• Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.
• At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.