Description
Manager, Service Management & Support- Hyderabad (Hybrid)
Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.
Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering—for each other, for our customers, and ultimately for the people who rely on the services we support.
Discover what your 25,000 future colleagues already know:
Why Syneos Health
- We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
- We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone's life.
- We are continuously building the company we all want to work for and our customers want to work with. Why Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress.
Job Responsibilities
The
Manager, Service Management & Support is a key leadership role within Syneos Health's Technology Services team, based in our Hyderabad Capability Centre. As Manager, Technical Services, you will lead our Deskside Analyst function across India (Hyderabad, Gurgaon, Pune), playing a critical role in shaping the day-to-day technology experience of our employees.
Your team operates on the frontline, embedded with the business, working directly with users, and representing Technology Services on the ground. This role goes beyond traditional support: you will ensure a seamless, high-quality end-user experience across devices, collaboration tools, printing, networking, and executive support.
We are looking for a hands-on leader who is passionate about improving how technology services are delivered, someone who will challenge existing ways of working, drive smarter use of AI and automation, and help create faster, simpler, and more intuitive support experiences.
Job Responsibilities
Team Leadership & User Experience
- Lead and support Deskside Analysts across multiple locations in India, ensuring consistent, high-quality, user-focused support.
- Act as a key point of contact for business stakeholders, building strong relationships and ensuring technology services meet user needs.
- Serve as the frontline of Technology Services—representing the function on-site while partnering closely with back-office teams (e.g., engineering, infrastructure, networks, applications) to deliver outcomes.
- Collaborate effectively across Technology Services to ensure issues are not just logged, but owned, progressed, and resolved quickly—removing barriers and driving accountability across teams.
- Oversee the end-to-end user experience across sites, including devices, collaboration tools, printing, networking, and executive support.
- Foster a culture of ownership, responsiveness, and continuous improvement within the team.
Service Delivery & Continuous Improvement
- Manage day-to-day service operations, ensuring service levels are met and issues are resolved quickly and effectively.
- Own and manage escalations, ensuring timely resolution and clear communication with stakeholders.
- Identify opportunities to simplify processes, reduce friction, and improve the overall support experience.
- Support and implement a shift-left and self-service approach to improve efficiency and user empowerment.
AI & Automation Enablement
- Contribute to and help deliver AI and automation initiatives across IT Service Management processes (Incident, Request, Problem, Change).
- Identify automation opportunities based on operational pain points and support prioritization of use cases.
- Work with cross-functional teams (Service Desk, SMEs, application teams, vendors) to implement and operationalize automation solutions.
- Help track and demonstrate the impact of automation through improved service metrics and user experience.
Asset & Lifecycle Management
- Oversee end-user asset management across India, ensuring strong governance, compliance, and lifecycle management.
- Support new hire onboarding to ensure a seamless and high-quality technology experience from day one.
- Maintain accurate tracking and accountability for a high-value asset estate.
Vendors, Governance & Operations
- Work with vendors and support partners to ensure services are delivered in line with agreed SLAs and quality expectations.
- Ensure adherence to ITIL processes and support continuous improvement initiatives.
- Participate in technical projects such as office moves, hardware refreshes, and upgrades.
People Management
- Coach and develop team members, supporting their growth and performance.
- Set clear objectives aligned to team and organizational priorities.
- Encourage a mindset of innovation, accountability, and continuous improvement.
QUALIFICATION REQUIREMENTS
- Undergraduate degree (preferred)
- ITIL Foundation Certification (required)
- 5–7 years of relevant experience in IT Services / Technical Support
- Experience working with distributed teams and/or vendors is an advantage
WHAT WE'RE LOOKING FOR
- A proactive, hands-on leader who looks for ways to improve, simplify, and modernize IT support services.
- Experience leading or supervising IT support or Technical Services teams in a corporate environment.
- Good understanding of ITSM processes (Incident, Request, Problem, Change) and ITIL principles.
- Exposure to AI, automation, or RPA initiatives within IT operations (hands-on or supporting role).
- Ability to identify operational inefficiencies and work with others to implement practical improvements.
- Strong communication and stakeholder management skills.
- A user-focused mindset with a passion for delivering a great employee technology experience.
WHY THIS ROLE MATTERS
This role is central to delivering a high-quality technology experience for our employees across India. You will combine people leadership with operational delivery and continuous improvement—helping to evolve our services through smarter processes, automation, and a strong focus on user needs.
Disclaimer:
Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.
Get to know Syneos Health
Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.
No matter what your role is, you'll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.
http://www.syneoshealth.com
Additional Information
Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.
Summary
This is a key leadership role within Syneos Health's Technology Services team, based in our Hyderabad Capability Centre. As Manager, Technical Services, you will lead our Deskside Analyst function across India (Hyderabad, Gurgaon, Pune), playing a critical role in shaping the day-to-day technology experience of our employees. Your team operates on the frontline, embedded with the business, working directly with users, and representing Technology Services on the ground. This role goes beyond traditional support: you will ensure a seamless, high-quality end-user experience across devices, collaboration tools, printing, networking, and executive support. We are looking for a hands-on leader who is passionate about improving how technology services are delivered, someone who will challenge existing ways of working, drive smarter use of AI and automation, and help create faster, simpler, and more intuitive support experiences.
