Manager of Technology- End User Services (Director)

Job description

TJX Companies At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer. Job Description: Manager of Technology, End User Services End User Services, Enterprise Technology & Operations (ETO) Location: India IT Office, Hyderabad What you’ll discover Inclusive culture and career growth opportunities within a global IT organization. A collaborative, team-based environment working across the U.S., Canada, Europe, India and Australia. The opportunity to shape and scale End User Services capabilities in Hyderabad as part of a global operating model. A role that combines people leadership, operational excellence, product and engineering partnership, and continuous service improvement. What you’ll do The Enterprise Technology & Operations (ETO) organization delivers, maintains and continuously improves the technology services that enable TJX associates, business partners and product teams to work effectively at scale. End User Services is a global, service-oriented function focused on providing reliable, secure and modern workplace technology experiences across corporate, store, distribution and regional environments. We are seeking an experienced Manager of Technology to lead the End User Services team in Hyderabad, covering both Product & Engineering and Operations functions. This role will provide local leadership for the Hyderabad-based team while working as part of the global EUS leadership structure. The successful candidate will help build capability, improve service delivery, mature operational processes, and ensure strong alignment between engineering, product management, operations, vendors and global stakeholders. This is a hands-on leadership role requiring a strong blend of technical credibility, people leadership, service management discipline, vendor oversight and stakeholder engagement. The Manager of Technology will be accountable for developing the Hyderabad EUS team, supporting global product roadmaps, improving day-to-day operations, and driving measurable improvements in end-user experience, service quality, automation and operational efficiency. Key responsibilities Leadership and team development Lead, coach and develop the End User Services team in Hyderabad across Product & Engineering and Operations responsibilities. Build a high-performing team culture focused on accountability, collaboration, continuous improvement and customer outcomes. Support recruitment, onboarding, succession planning, skills development and career growth for Hyderabad-based associates. Provide clear direction, performance feedback and prioritization to ensure team capacity is aligned to global EUS priorities, in partnership with other EUS functional leaders. Act as the local leadership point of contact for Hyderabad EUS associates, helping connect the team to the broader global EUS strategy. Product & Engineering leadership Partner with global Product Owners, Engineering Leads and Architecture teams to deliver EUS product roadmaps and engineering outcomes. Support engineering capabilities across EUS products such as Desktop, Collaboration, Voice, Audio Visual, application deployment, endpoint management, print, digital signage and related workplace technologies. Ensure engineering activity is aligned to product strategy, lifecycle management, security, compliance and operational readiness expectations. Promote standard engineering practices, documentation, knowledge management, reusable patterns and effective handover into operations. Help mature capabilities around automation, endpoint modernization, monitoring, telemetry, digital employee experience and proactive remediation. Operations and service delivery Provide operational leadership for Hyderabad EUS responsibilities, ensuring services are delivered reliably, securely and in line with global standards. Drive operational excellence across incident management, request fulfilment, end-user compute support, asset and print processes, service desk collaboration, major incident support and regional escalations as applicable. Establish and monitor service performance using KPIs, SLAs, trend analysis and stakeholder feedback. Act as an escalation point for critical operational issues, ensuring timely resolution, clear communication and effective follow-up. Champion ITIL practices and continual service improvement to improve quality, reduce repeat incidents and increase process maturity. Stakeholder, vendor and global partnership Collaborate with global EUS leaders, Product & Engineering teams, Operations teams, vendors and business stakeholders to deliver consistent outcomes across regions. Manage and influence third-party vendor performance, ensuring service levels, contractual commitments and operational KPIs are achieved. Support regular service reviews, governance forums and operational checkpoints with clear reporting, actions and follow-through. Represent Hyderabad EUS in global discussions, ensuring local capability, capacity and constraints are understood and factored into plans. Promote a “One EUS” culture that balances global consistency with regional responsiveness. Continuous improvement, automation and user experience Drive a continuous improvement mindset across the Hyderabad team, using data, metrics and user feedback to improve service quality and end-user experience. Identify opportunities to shift work left, automate repetitive tasks, improve self-service, strengthen knowledge content and reduce manual effort. Support adoption of modern workplace tools and platforms such as ServiceNow, Microsoft Intune, MECM/SCCM, Autopilot, Power BI, PowerShell, Power Automate, Nexthink or equivalent technologies. Partner with product and operations teams to identify recurring issues, remove friction and improve digital employee experience. Contribute to cost optimization, risk reduction and productivity improvements across the EUS portfolio. What you’ll need Bachelor’s degree in information technology, Computer Science, Engineering or a related field; advanced degree or relevant certifications preferred. Overall, of 16–22 years of experience in IT infrastructure, end-user services, workplace technology, engineering or IT operations, with at least 5 years in a people leadership role. Experience leading geographically distributed teams and working across global time zones, particularly with North America, Europe and India stakeholders. Strong understanding of End User Services capabilities, including endpoint management, collaboration tools, voice, AV, print, asset lifecycle, service desk, deskside support, incident management and operational support models. Demonstrated ability to lead both engineering-oriented and operations-oriented teams, balancing roadmap delivery with run-the-business excellence. Experience managing third-party providers, reviewing vendor performance, driving service improvements and holding vendors accountable to outcomes. Strong knowledge of ITSM and ITIL practices, including incident, problem, change, request and knowledge management. Experience of Agile delivery methods and the Scaled Agile Framework (SAFE) Experience with ServiceNow or similar ITSM platforms; familiarity with CMDB, asset management, reporting and operational dashboards. Working knowledge of Microsoft workplace technologies such as Intune, MECM/SCCM, Autopilot, Microsoft 365, Teams, endpoint security and automation tooling. Strong analytical, communication and stakeholder management skills, with the ability to translate technical issues into business impact and actionable plans. Ability to manage multiple priorities in a fast-paced environment while maintaining focus on quality, risk, cost and user experience. Demonstrated commitment to associate development, inclusion, collaboration and continuous improvement. Preferred qualifications Experience scaling technology teams within a Global Capability Centre or similar delivery model. Experience with digital employee experience platforms such as Nexthink or equivalent monitoring and remediation tools. Experience implementing automation, AI-enabled support, chatbot, voicebot or self-healing capabilities in an enterprise support environment. Exposure to retail, corporate office, store, distribution or supply chain support environments. ITIL certification, Microsoft certification or equivalent professional accreditation. Role expectations This role is based in Hyderabad, India. The candidate will be expected to work flexibly across global time zones, including regular collaboration with teams in the U.S., Canada and Europe. The role requires a balance of strategic leadership, hands-on operational engagement, people management and cross-functional partnership. The successful candidate will be expected to build credibility quickly with global stakeholders and establish the Hyderabad EUS team as a trusted extension of the global End User Services organization. In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. Address: Salarpuria Sattva Knowledge City, Inorbit Road Location: APAC Home Office Hyderabad IN