Why This Job is Featured on The SaaS Jobs
Genesys operates a large, cloud-first SaaS platform, and this role sits in the operational layer that keeps a product company functioning at enterprise scale. Supporting thousands of employees across multiple APAC locations makes IT service management a strategic capability, especially in SaaS organizations where collaboration tooling, endpoint reliability, and secure access directly affect delivery velocity and customer outcomes.
For a SaaS career, the standout value is exposure to modern ITSM practices tied to automation and AI enablement. Work that blends ServiceNow-style platforms, self-service, analytics, and governance builds a profile that transfers well across SaaS firms moving from reactive support to measurable service performance. The remit also connects regional execution with global standards, which is common in mature SaaS companies with distributed operating models.
This position suits leaders who prefer structured problem solving, clear service metrics, and cross-functional stakeholder work over purely technical depth. It will resonate with professionals who enjoy building repeatable processes, managing vendors and risk controls, and guiding distributed teams through change, particularly within multi-country SaaS environments where consistency and scalability matter.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Summary
This role is responsible for supporting over 2,300 employees across 16 offices in 10 countries, ensuring exceptional end-user experiences while driving automation, AI adoption, operational excellence, and continuous improvement.
Based in our Chennai office, one of the largest Genesys locations globally, this position partners closely with global IT leaders and regional stakeholders to deliver consistent, scalable, and secure IT services across APAC.
Key Responsibilities
IT Service Leadership
- Lead and develop a distributed team of IT professionals across APAC.
- Drive service excellence, ensuring high levels of user satisfaction and operational performance.
- Act as the senior escalation point for complex technical issues and critical incidents.
- Oversee end-user computing, endpoint management, collaboration tools, AV systems, telephony, and office technology services.
- Establish and monitor service KPIs, driving continuous improvement across the region.
- Deliver executive and VIP support for senior leadership teams.
Automation & AI Enablement
- Drive adoption of AI-powered and automated support capabilities, including self-service, virtual agents, workflow automation, and proactive monitoring.
- Leverage analytics and automation tools to improve service quality, reduce manual effort, and enhance user experience.
- Promote innovation through platforms such as ServiceNow, Microsoft Power Platform, and other automation technologies.
- Measure and communicate the business impact of automation initiatives.
Service Strategy & Transformation
- Align regional IT services with global standards, policies, and business objectives.
- Partner with global IT teams to deliver consistent service experiences across all regions.
- Lead IT-related initiatives supporting office growth, technology refreshes, and organizational change.
- Apply Agile practices to improve service delivery, collaboration, and operational efficiency.
Stakeholder & Vendor Management
- Build strong relationships with business leaders and key stakeholders across APAC.
- Manage third-party vendors, service providers, and support contracts.
- Represent APAC IT Services in global projects, audits, and strategic initiatives.
- Communicate effectively with technical and non-technical audiences, including executive leadership.
Governance & Compliance
- Manage regional IT budgets, operational planning, and reporting activities.
- Ensure compliance with ITIL, SOX, Cyber Essentials, and applicable regional requirements.
- Support audit activities, asset management, onboarding/offboarding processes, and operational documentation.
- Maintain strong security and risk management practices across the APAC environment.
Required Qualifications
Experience
- 10+ years of IT operations, end-user support, or IT service management experience.
- Minimum 5 years of people leadership experience within a regional or global environment.
- Experience managing distributed teams across multiple countries and cultures.
- Proven track record of driving service improvements, operational excellence, and customer satisfaction.
- Experience managing vendors, budgets, and strategic technology initiatives.
Technical Expertise
- Strong knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) practices.
- Experience with ServiceNow or similar enterprise ITSM platforms.
- Expertise in endpoint and workplace technologies including Windows, macOS, mobile platforms, endpoint management, collaboration tools, and AV systems.
- Experience implementing automation, workflow orchestration, self-service, or AI-enabled support solutions.
- Familiarity with scripting and automation technologies such as PowerShell, Python, or REST APIs is preferred.
Certifications & Education
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- ITIL Foundation v4 certification required.
- Additional certifications in ServiceNow, Agile, Automation, or AI technologies are advantageous.
Preferred Experience
- APAC regional IT leadership experience.
- ServiceNow Automation, Virtual Agent, or AI-driven ITSM capabilities.
- Digital workplace transformation initiatives.
- Agile delivery and continuous improvement programs.
- Customer self-service, chatbot, and automation platforms.
- Experience supporting large-scale multinational organizations.
Additional Requirements
- Ability to travel across APAC as required.
- Flexibility to support a geographically distributed workforce across multiple time zones.
- Strong communication, leadership, and stakeholder management skills.
- Passion for leveraging AI, automation, and modern workplace technologies to improve IT service delivery.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
