Senior Business Project Manager

Position Overview This is more than a job. It’s a chance to build, grow, and make a real impact! Join our team as our new Senior IS Support Manager ! We are looking for an experienced, pragmatic, and service-oriented Senior IS Support Manager to lead and elevate our global IS support organisation. Based in Noida , you will own the end-to-end support experience across Workday and all core IS systems , with direct accountability for Level 1 and Level 2 delivery and strong influence over the wider L0–L4 model. This role is ideal for a seasoned leader who enjoys building modern, efficient, and scalable support organisations—capable of keeping pace with rapid growth while sustaining high service quality and strong user satisfaction. You will define and embed a global support framework spanning Europe, US, and Asia time zones, mature tiered support models, and drive continuous improvement across tools, processes, and people. As a senior member of the IS function, you will lead and grow a distributed support team, embed a culture of service excellence, and act as a key driver of organisational change across Information Systems—operating with autonomy, executive visibility, and cross-functional influence. Location: Noida, India Hybrid Responsibilities Support Operating Model & Framework Own, implement, and continuously mature a global IS support framework, including the tiered support model (L0/L1/L2/L3/L4), escalation paths, ownership boundaries, and handover processes—ensuring seamless coverage across regions. Service Strategy & Prioritisation Set service scope, intake, prioritisation rules, and support engagement models aligned with business criticality and system risk, balancing demand across a complex enterprise application landscape. SLA & Performance Management Define, implement, and govern SLAs and KPIs; establish rigorous tracking, executive-level reporting, and a culture of measurable, continuous service improvement. Global Team Leadership & Coverage Build, lead, and develop distributed L1/L2 support teams across Europe, US, and Asia, ensuring coverage, capability, knowledge continuity, and succession—while anchoring the team's centre of gravity in Noida. Design and manage shift and rota models to sustain reliable multi–time-zone coverage. Incident, Problem & Request Management Direct major incident management, root cause analysis, and problem management; ensure structured, high-quality handling of service requests and changes at scale. Workday & Enterprise Platform Support Ownership Act as the primary support owner for Workday and other core IS platforms (e.g., Salesforce and adjacent enterprise systems), ensuring deep functional and operational support capability within the team. Knowledge Management Establish and enforce knowledge base standards, documentation practices, and self-service enablement to reduce ticket volume and accelerate resolution. Tooling & Automation Partner with IS architecture to optimise…