Manager - IT Site and Support Services
Hyderabad, INPosted Jul 13, 2026
Career Areas Career Stories Join Talent Community Candidate Login English English Italiano Español Français Português Norsk Deutsch 日本語 Bahasa melayu 中文 (简体) 中文 (繁體) 한국어 ภาษาไทย Nederlands Polski Yкраїнська Hrvatski Ελληνικά Magyar čeština Türkçe Pусский Haitian עברית Brazilian Português Dansk Suomi Svenska Français (Canada) Português (Portugal) Careers Home Life at BMS Career Areas Student Opportunities Events How We Recruit Career Stories Search this site Join Talent Community Candidate Login English English Italiano Español Français Português Norsk Deutsch 日本語 Bahasa melayu 中文 (简体) 中文 (繁體) 한국어 ภาษาไทย Nederlands Polski Yкраїнська Hrvatski Ελληνικά Magyar čeština Türkçe Pусский Haitian עברית Brazilian Português Dansk Suomi Svenska Français (Canada) Português (Portugal) Single PositionView All JobsManager - IT Site and Support ServicesHyderabad - TS - IN No longer accepting applications.Job IDR1600831Date posted03/26/2026DepartmentNot ApplicablePosition Summary:IT Support Services delivers end-to-end IT support to our global Bristol Myers Squibb workforce ‘when, where and how you need it.’ IT Site Services is a critical component of our IT Support Services global delivery model as the ‘face of IT’ when it comes to offering support through a variety of channels including a user-centric bespoke IT Concierge offering. Besides this, IT Site Services partners with BMS IT/Digital to deliver all site-related digital capabilities and support services. We are servicing over 100 diverse company sites across the globe.The Manager – IT support, IT Site Services is responsible for IT Site Support activities. As part of this role, you will take part in daily IT operational support activities along with augmented support technicians, additionally providing guidance and leadership to ensure a smooth execution of service delivery. The role will report to the India Site Services Delivery Manager (SDM) and will also assist the SDM by coordinating site activities, managing support ticket queues, overseeing inventory, liaising with internal and external stakeholders and vendors, supporting project tasks, and ensuring adherence to BMS policies and guidelines for data room security and cleanliness. The successful candidate will have a relentless passion for customer service and technology and a strong focus to deliver exceptional IT Support to our workforce within our process framework.Key Responsibilities:Oversee the delivery of IT Support Services, ensuring service levels and performance standards are consistently met across the site(s), and providing hands-on technical support to resolve complex issues or assist end users directly.Manage and coordinate the Site Support team and augmented staff, providing direction, mentoring, and performance feedback to ensure effective IT Service Delivery.Serve as the primary point of contact for escalations and critical incidents, driving timely resolution and clear communication with stakeholders.Work closely with local, regional, and global IT teams, along with external vendors, to ensure that site services support the organization's objectives and initiatives in accordance with SDM guidelines.Monitor, analyze, and report on service metrics and ticket queues, identifying trends and opportunities for continuous improvement.Ensure compliance with company policies, IT security standards, and regulatory requirements in all site operations and data room management.Foster a culture of customer focus, innovation, and service excellence within the team, promoting best practices in IT support and stakeholder engagement.Drive knowledge management initiatives, ensuring documentation is current and team members are trained in process changes and new technologies.Identify and implement process optimizations to enhance the end-to-end customer journey and overall service delivery.Engage directly in ticket-related site support tasks, including device setup, technical problem solving and repairs, as well as preparing...