Practice Head – DWP (Digital Workplace) Tower

TECEZE; Bengaluru; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

TECEZE is seeking a Practice Head for its Digital Workplace (DWP) Tower. This leadership role owns GTM, P&L, and transformation across Sales, Presales, COE, Transition, and Delivery, unifying multiple sub-services under the ONEWORK portfolio for global profitability and scale.

The incumbent will lead a multi-country delivery network, drive alliances with OEMs and SI partners, and shape a high-performing, data-driven practice with strong governance and client impact.

Qualifications

• 15–20+ years in IT Infra/Managed Services with Digital Workplace exposure.
• ,
• ,

Responsibilities

• Own GTM strategy for the DWP Tower and drive revenue growth.
• Lead transition and service delivery across follow-the-sun network.
• Develop and defend baseline-driven business cases for opportunities.

Skills

GTM strategy

Sales leadership

Presales leadership

Delivery leadership

Transition management

COE governance

Stakeholder management

Executive storytelling

GSI/alliances

Team leadership

Education

Bachelor's in Engineering/CS

MBA preferred

Tools

ServiceNow

Microsoft Intune/Autopilot/Copilot Studio

Nexthink/1E

Azure OpenAI/Copilot

UiPath/Power Automate

Job description

The Practice Head – DWP Tower is the single point of ownership and accountability for Teceze's Digital Workplace (DWP) business, delivered globally under the ONEWORK™ experience-led operating model. This is a P&L-owning leadership role responsible for the profitable growth of the DWP Tower — spanning Intelligent Service Desk, Endpoint Engineering & Modern Management, Digital Experience (DEX) & Proactive Operations, AI & Intelligent Automation, M365/Teams & Copilot, Field & Deskside Services, Device Lifecycle & Depot Services, Smart Workplace & AV, and Workplace Security & Compliance — by integrating Sales, Technical Presales/Solutions, Centre of Excellence (COE), Transition, and Service Delivery into one cohesive, high-performing practice. The role combines strategic Go-To-Market (GTM) leadership, commercial ownership, solution innovation, and operational excellence to scale DWP as Teceze's flagship, margin-accretive service line — currently supporting ~4.2M end users and 7.5M+ devices across 40+ countries of physical presence and 135+ countries of delivery capability.

KEY RESPONSIBILITIES

1. Go-To-Market (GTM) & Sales Leadership

• Own and evolve the GTM strategy for the DWP Tower — positioning the full ONEWORK™ portfolio (Service Desk, Endpoint, DEX, AI & Automation, Collaboration, Field, Device Lifecycle, Smart Workplace/AV, Security) as one accountable, experience-led operating model rather than a set of siloed towers.
• Set and achieve order booking, pipeline, and revenue growth targets in partnership with the Sales organization, including targets sold through direct enterprise motion and via the Global Systems Integrator (GSI) partner channel (e.g., HCL, Wipro, Accenture, Infosys, Capgemini, NTT, and similar alliance partners).
• Drive new logo acquisition as well as farming/cross-sell and up-sell within the existing client base, prioritizing target verticals such as Healthcare, Energy & Utilities, and Retail & Hospitality where Teceze has proven delivery credentials.
• Lead and support large/strategic deal pursuits, client negotiations, and executive-level relationships, using the four-week Workplace Intelligence Assessment as the primary land-and-expand/entry motion into new accounts.
• Champion the ONEWORK™ value narrative in pursuits — digital + physical delivery under one owner, AI-first/tool-agnostic automation, global reach with local hands, and consulting-to-operations continuity — translating it into a quantified, baseline-driven business case (experience, cost, agility, security, and sustainability value levers) for each opportunity.
• Partner with the Marketing team to initiate and drive marketing initiatives — campaigns, thought leadership, webinars, whitepapers, analyst engagements (e.g., Gartner), and industry events — to build the DWP/ONEWORK™ brand and generate qualified pipeline.
• Build and maintain strong relationships with OEMs, alliance partners, and technology vendors across the DWP platform ecosystem (Microsoft, ServiceNow, Intune/Autopilot, Nexthink, 1E, Copilot Studio, UiPath, Ivanti, Blancco, and similar), as well as GSI/consulting alliance partners.

2. Technical Presales, Solutioning & Centre of Excellence (COE)

• Provide overall leadership and direction to the Technical Presales/Solutions team to ensure high-quality, competitive, and profitable solution designs and proposals across all nine DWP sub-services.
• Oversee RFP/RFI responses, solution architecture, effort estimation, pricing, and commercial constructs (per-user, per-device, per-ticket, managed service, or outcome-based) for DWP opportunities.
• Drive the DWP Centre of Excellence (COE) agenda — evolving the ONEWORK™ Intelligence Core (shared data, integration, governance, knowledge, architecture, change) and building reusable frameworks, accelerators, automation assets, and IP.
• Champion innovation and differentiation through emerging technologies — conversational AI and agentic operations, enterprise RAG/knowledge, self-heal AIOps, Copilot readiness and adoption, and Unified Endpoint Management (UEM) — always with evidence and human oversight (responsible AI) built into automation design.
• Ensure solutions are standardized, scalable, and aligned to XLA + SLA governance, ITIL 4, persona-based service design, and shift-left economics across the portfolio.

3. Transition & Service Delivery Management

• Oversee smooth and risk-free transition/transformation of new client engagements from Sales/Solutioning into steady-state delivery, targeting rapid stand-up timelines (e.g., 4–6 week service desk go-live; two-week field/depot mobilization).
• Own overall Service Delivery performance across all DWP accounts, run through the follow-the-sun delivery network (Philippines, India, US, UK and other centres) — SLA and XLA/KPI adherence, customer satisfaction (CSAT/NPS), digital experience (DEX) scores, and operational governance.
• Institutionalize delivery frameworks, quality processes, and continuous improvement (ITIL 4, ISO-aligned practices, KCS knowledge culture, Lean/Six Sigma) across the tower.
• Drive proactive risk management, escalation handling, and executive governance — weekly ops reviews, monthly steering, and live Power BI reporting on MTTR, FCR, CSAT, cost-to-serve, and improvement actions — for key/strategic accounts.
• Ensure optimal resource planning, capacity management, and workforce productivity across dedicated pods and shared delivery pools.
• Build, mentor, and lead a high-performing, multi-functional leadership team across Sales, Presales, COE, Transition, and Delivery.
• Define career paths, capability-building plans, and talent retention strategies for the DWP practice.
• Foster a culture of accountability, collaboration, customer-centricity, and continuous innovation.
• Act as the primary escalation point and face of the DWP Tower for internal stakeholders and external clients.

5. P&L Ownership & Business Leadership

• Own the complete Profit & Loss (P&L) of the DWP Tower, including revenue, gross margin, EBITDA, and cost management.
• Define and drive the annual operating plan (AOP), budgets, and financial targets for the DWP practice in line with overall company strategy.
• Track and report on tower-level financial performance (revenue growth, gross margin %, utilization, contribution margin) to senior leadership on a regular cadence.
• Identify and execute margin improvement levers — pricing, delivery efficiency, automation, resource pyramid optimization, and vendor/subcontractor cost management.
• Take corrective actions on underperforming accounts/engagements to protect and improve profitability.

6. Governance & Reporting

• Establish and run governance cadences (weekly/monthly/quarterly business reviews) covering sales, delivery, financials, and risk.
• Provide regular MIS/dashboards to leadership on tower performance, pipeline health, margin trends, and key risks/opportunities.
• Ensure compliance with organizational policies, contractual obligations, and industry/regulatory standards.

CANDIDATE PROFILE

Education & Experience

• Bachelor's degree in Engineering/Computer Science/IT; MBA or equivalent management qualification preferred.
• 15–20+ years of overall experience in IT Infrastructure/Managed Services, with significant exposure to Digital Workplace/End User Computing services.
• Minimum 5–8 years in a P&L ownership role managing a practice/tower/business unit of comparable or larger scale.
• Proven track record of managing Sales, Presales, Delivery, and Transition functions in an integrated leadership capacity.
• Experience working with global/enterprise clients across multiple geographies and industry verticals.
• Strong commercial acumen — P&L management, pricing strategy, and margin optimization.
• Deep domain knowledge across the DWP portfolio: Service Desk, Endpoint/UEM, DEX & AIOps, AI & Intelligent Automation, M365/Teams/Copilot, Field & Deskside, Device Lifecycle/Depot, Smart Workplace & AV, and Workplace Security.
• Working familiarity with the relevant platform ecosystem — e.g., ServiceNow, Microsoft Intune/Autopilot/Copilot Studio, Nexthink/1E, Azure OpenAI/Copilot, UiPath/Power Automate, Entra ID/Defender — sufficient to guide solutioning and COE priorities.
• Demonstrated success in GTM strategy development and execution, including selling through/with GSI and alliance partners and partnering with marketing on demand generation.
• Excellent stakeholder management, negotiation, and executive presentation skills.
• Strong leadership skills with experience managing large, matrixed, multi-location (follow-the-sun) teams.
• Analytical and data-driven decision-making ability, comfortable building and defending baseline-driven business cases (XLA/SLA, cost-to-serve, ROI).
• Familiarity with contractual/commercial constructs (T&M, Fixed Price, per-user/per-device/per-ticket, Outcome-based, Managed Services).

WHY JOIN TECEZE

This is a high-impact leadership opportunity to shape and scale one of Teceze's core service lines, with end-to-end ownership spanning strategy, sales, solutioning, and delivery. The role offers significant visibility with senior leadership, the autonomy to drive innovation and GTM strategy, and the opportunity to build a best-in-class Digital Workplace practice.