Manager - Technology Services

About us

WeWork India is one of India's leading flexible workspace operators - Great Place To Work certified (Nov 2024 - Nov 2025), aimed at creating flexible workspace solutions for companies of all sizes.

Since its inception in India in 2016, WeWork India has expanded across 68 operational centres in Chennai, New Delhi, Gurugram, Noida, Mumbai, Bengaluru, Pune, and Hyderabad. WeWork India meets distinct workspace needs, for various businesses. WeWork India strives to provide customised and curated solutions for various office space needs through its products and solutions.

At WeWork India, we're driven by collaboration, creativity, and a shared vision to redefine the future of work. If you're looking to be part of a dynamic, fast-growing organisation that values talent and fosters growth, join us and build your future with WeWork India.

For more information, please visit our website

About the Role

We are hiring for an IT Manager based out of Mumbai location. The IT Manager will strategically oversee end-user services, IT projects, and service delivery across multiple locations, including the management of core IT infrastructure and cybersecurity operations, ensuring alignment with business goals. This role involves full ownership of managing IT budgets, procurement, and strategic vendor relationships while driving optimization and customization initiatives.

The candidate will lead a distributed team or service desk, establishing and enforcing adherence to ITIL processes and critical SLA compliance. A key focus will be on continuous process improvement to enhance member experience. The role also includes establishing and reporting through dashboards and trackers, supporting defined cross-functional projects, and ensuring efficient, high-quality IT services.

Roles and Responsibilities

• Lead and manage End User Services (EUS) across multiple office locations ensuring high service quality and user satisfaction for our Members and Internal Employees.

• Oversee the operational integrity of core IT infrastructure (Network, Server, Cloud, and Telecom).

• Drive and deliver strategic IT projects and initiatives, ensuring alignment with business goals and timelines.

• Own and be accountable for the annual IT budget, including forecasting, tracking, and optimizing expenditures.

• Lead end-to-end IT procurement, including vendor selection, contract negotiation, invoice processing, and SRN (Service Receipt Note) management, with defined approval authority limits.

• Implement and lead optimization projects to improve IT operations, efficiency, and cost-effectiveness.

• Collaborate on cross-functional initiatives, focusing on delivering the necessary IT infrastructure components to support enterprise goals.

• Manage the IT Service Desk, ensuring prompt and professional support for all users.

• Lead and coordinate a distributed IT team across various geographical locations.

• Ensure robust people management, including team mentoring, performance reviews, and professional development.

• Handle strategic vendor management including selection, contracts, performance evaluation, and compliance.

• Deliver and manage customization and integration projects as per business requirements.

• Govern IT services using ITIL best practices and ensure continuous adherence to ITIL frameworks.

• Drive Continuous Process Improvement (CPI) to enhance member experience and service delivery.

• Establish, track, and maintain leadership dashboards, showcasing KPIs, SLAs, and performance metrics.

• Produce service desk reports and trackers on ticket data, resolution trends, and SLA compliance.

• Define, monitor, and ensure all tickets and service requests are delivered within agreed SLAs and quality standards.

• Tracking Budget vs Actual spends

• Take handover of IT services from Projects team at new locations

Experience and Qualifications

• 8+ years in Managing IT Infra/EUS with at least 3-5 years in a managerial role

• Proven experience in IT Service Management and End User Computing.

• Solid technical foundation in core infrastructure domains such as networking (LAN/WAN/Wi-Fi), cloud services (e.g., AWS/Azure/GCP basics), and IT Security principles.

• Strong project management skills - planning, execution, and delivery.

• Solid understanding and hands-on experience with ITIL framework (Certification preferred).

• Excellent people management and leadership skills.

• Strong analytical and problem-solving skills with a focus on data-driven decision-making.

• Expertise in budgeting and cost optimization, demonstrating direct budget ownership experience, within IT environments.

• Skilled in managing vendors, negotiating contracts, and leading procurement processes.

• Proficient in tools for dashboarding, reporting, and ticketing systems (Sales force/Fresh service preferred).

• Excellent communication and interpersonal skills with the ability to work cross-functionally.

• Experience in driving customer/member-centric improvements through IT initiatives.

• Strong problem-solving skills.

• Ability to work independently and in a team setting.

• Proactive and self-motivated.

• Detail-oriented with a focus on process improvement.

Equal Opportunity Employer

WeWork India is an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for our employees and members. Employment decisions are made without regard to race, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status or other characteristics protected by law.

We expect all employees to embody our values and all aspects of employment including the decisions to hire and promote, are based on merit, competence, performance and business needs.

Our total rewards philosophy is aimed at providing compensation that is competitive, performance linked and helps us attract and retain the talent we need to drive our business forward and serve our members. As part of WeWork India, our commitment to you is that you'll be surrounded by career opportunities in a culture that fosters collaboration, flexibility and inclusion.