Our search for better is changing the lives of our patients. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team as an In office Support Lead APAC, to have real impact and bring Forever Caring to life.

In this role, you'll play a key part in in office support, working alongside a dynamic team that values innovation, collaboration, and continuous growth.

Your key responsibilities will include:
Regional In office Support delivery
Lead and manage the regional field-support onsite technician team, ensuring compliance with SLAs/OLAs and KPIs.
Own hardware lifecycle management, user lifecycle management and incident escalation management across the region.
Provide in-depth performance metrics against regional SLAs, deliver proactive guidance and assess the effectiveness of field service teams.
Contribute to support operation manuals, documentation and the expansion of the internal knowledge base.
Evaluate risks associated with proposed change requests,



present alternative solutions, and participate in Change Advisory Boards.
Drive proactive service-improvement initiatives and cost-benefit analyses aligned with IT Global guidelines.

Project coordination & follow-up (small-scale initiatives across On-Site Support globally)
Coordinate and follow up on small IT projects across In office Support globally, providing the organisation, tracking and focus needed to bring them to completion on time.
Maintain clear visibility of scope, milestones, actions and risks, keeping stakeholders informed and initiatives on track.
Apply, where relevant, Convatec's StageGate project methodology and PPM tooling to structure delivery and reporting.

Global bridge with the PMOs (primary point of liaison for OSS)
Act as the primary global point of contact between In office Support and both the Digital & AI PMO and the CBS PMO — treated as equivalent interlocutors

📌 On Site Support Lead Apac Hyderabad (India)
🏢 Convatec
📍 India