Sr. Manager, IT Services

Senior Manager, EMEA IT Services

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.

The Senior Manager, EMEA IT Services, is a pivotal leader within Genesys' Global Services Management team. You will drive excellence in IT service delivery, supporting 33 Genesys offices across EMEA and managing a distributed team. This is a hands-on, forward-looking role with a mandate to champion automation, AI-driven solutions, and Agile ways of working, all while ensuring operational rigor and stakeholder satisfaction.

As the senior escalation point and key interface between IT and the business, you will partner closely with global colleagues, drive innovation, and deliver reliable, scalable IT services that support Genesys' ongoing growth and transformation.

Key Responsibilities

Team Leadership & Operational Management

• Lead, motivate, and develop a team of IT professionals across EMEA, allocating responsibilities and fostering a culture of high performance, collaboration, and continuous learning.
• Oversee day-to-day IT support and services, ensuring the highest levels of customer satisfaction, timely resolution of incidents, and efficient onboarding/offboarding.
• Serve as the senior escalation point for complex IT issues, delivering customer-focused solutions and ensuring service desk excellence.
• Manage IT operations for end-user devices, endpoints, applications, network appliances, telephony, and AV systems across 33 EMEA offices.

Strategic Service Delivery

• Implement IT service strategies aligned with global business goals, policies, and compliance requirements (e.g., SOX, Cyber Essentials, IT Security).
• Set clear performance targets, monitor KPIs, and ensure continuous improvement in service delivery, process efficiency, and team capability.
• Manage 3rd party vendors and contracts, ensuring alignment with business objectives and value for investment.

Automation & AI Enablement

• Champion automation and AI-driven improvements:
• Identify, design, and implement IT automation initiatives (e.g., self-service portals, chatbots, automated ticketing, self-healing systems, AI-powered analytics) to streamline operations, reduce manual work, and enhance user experience.
• Leverage data analytics and AI/ML tools to drive proactive problem management, trend analysis, and performance optimization.
• Ensure team adoption of automation platforms (e.g., ServiceNow Automation, Power Platform, RPA tools), upskilling staff and embedding a culture of innovation.
• Measure and report the impact of automation/AI on key service metrics.

Agile & Change Delivery

• Promote and lead Agile ways of working:
• Apply Agile frameworks (Scrum, Kanban) to IT service operations, including running daily stand-ups, sprint planning, and retrospectives.
• Drive a culture of transparency, rapid iteration, and continuous improvement within the team.

Collaborate cross-functionally to deliver IT-related change initiatives, ensuring timely and high-quality outcomes.

• Oversee the documentation and continual refinement of IT processes, workflows, and knowledge bases, enabling agility and operational resilience.

Stakeholder Engagement & Communication

• Engage with business stakeholders, IT leaders, and executive teams across EMEA to understand requirements, set expectations, and deliver customer-centric IT solutions.
• Communicate effectively at all levels, influencing and inspiring confidence in Genesys' IT capabilities.
• Represent EMEA IT Services in global initiatives, audits, and strategic planning sessions.

Financial & Compliance Management

• Develop, manage, and report on EMEA IT budgets (CapEx and OpEx), ensuring efficient use of resources.
• Oversee compliance with internal and external standards (SOX, ITIL, Cyber Essentials) and support annual audit activities.
• Maintain up-to-date documentation for processes, systems, and team activities.

Required Skills & Qualifications

• 7 - 10+ years' IT end-user support experience, with at least 5 years managing teams in a global or regional context.
• Strong leadership skills with a proven ability to develop, mentor, and inspire high-performing teams across multiple locations.
• Deep hands-on experience with IT service desk operations, end-user device management, and support of enterprise-wide upgrades and rollouts.
• Advanced knowledge of ITSM/ITAM tools (e.g., ServiceNow), incident and change management, and performance monitoring.
• Proven track record implementing and managing IT automation and AI tools (e.g., ServiceNow Automation, Microsoft Power Platform, RPA solutions, virtual agents, chatbots, AI-driven analytics).
• Practical experience working within Agile teams, running daily stand-ups and other ceremonies, and applying Agile best practices to IT service delivery.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities, with an aptitude for process optimization and data-driven decision-making.
• Familiarity with information security, SOX, and regulatory compliance in enterprise IT environments.
• Bachelor's degree in Computer Science, Information Systems, or related field.
• Willingness and ability to work on-site in Budapest, travel across EMEA as required, and provide flexible support outside normal business hours when needed.
• ITIL Foundation V4 (or above) certification
• Familiarity with customer self-service solutions, live chat, and digital support platforms.
• Experience managing IT for a large, distributed organization across multiple countries and cultures.
• Exposure to Agile PMO or transformation programs.

Preferred Experience & Additional Skills

• ITIL Foundation V4 (or above) certification.
• Experience integrating AI/ML solutions within ITSM platforms (e.g., ServiceNow Virtual Agent, predictive analytics, automated incident classification).
• Scripting/automation skills (e.g., Python, PowerShell, REST APIs) for workflow and systems integration.