Senior Director, Digital Workplace & Service Delivery

Job description

This role will lead key areas including End User Computing, Digital Workplace, IT Service Delivery, and operational excellence, with accountability for service quality, performance, continuous improvement, and employee experience

.Scope

As a senior leader within Infrastructure & Technology Operations, this role will partner closely with technology and business leaders to modernize service delivery, expand automation and self‑service capabilities, and drive measurable improvements in operational performance

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The successful candidate will lead globally distributed teams and serve as a key operational partner to the VP of Infrastructure & Technology Operations

.What you will do

Technology Service Delivery & Operations Provide senior leadership and operational oversight for enterprise technology services supporting a global workforce

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Establish and drive an operational framework focused on reliability, service quality, accountability, and continuous improvement

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Own operational performance metrics and service‑level objectives across assigned technology services

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Lead the development and execution of strategies to improve availability, reliability, incident resolution, service fulfillment, and overall technology performance

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Establish a strong operating cadence for reviewing service health, operational risks, performance trends, and improvement opportunities

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Provide leadership during major incidents and significant service disruptions, ensuring effective communication, coordination, root‑cause analysis, and corrective action

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Partner with infrastructure, cloud, network, security, applications, and business teams to resolve cross‑functional operational issues

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Digital Workplace & End User Computing Provide strategic leadership for the enterprise Digital Workplace and End User Computing environment

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Oversee endpoint engineering, device lifecycle management, endpoint configuration, management, security, and automation

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Drive modernization of endpoint management and provisioning through platforms such as Microsoft Intune, Autopilot, and related technologies

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Provide leadership for VDI and virtual desktop services where applicable

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Develop a comprehensive strategy for the employee technology experience across devices, collaboration tools, connectivity, authentication, and workplace services

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Establish measurable Digital Employee Experience (DEX) capabilities to identify and proactively resolve technology issues impacting productivity

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Continuously evaluate emerging technologies and industry practices to improve the employee experience while optimizing cost and operational efficiency

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IT Service Management Drive continued maturity of IT Service Management practices across Incident, Problem, Change, Request, Knowledge, and Service Level Management

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Establish strong governance and accountability around ITSM processes and service performance

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Partner with Service Now and other platform owners to maximize automation, self‑service, workflow optimization, and operational intelligence

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Reduce operational friction through improved processes, knowledge management, self‑service, and AI‑enabled support capabilities

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Establish and maintain meaningful KPIs and dashboards that provide leadership with visibility into service performance and trends

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Operational Excellence, Automation & Transformation Lead initiatives that improve operational efficiency, reduce manual effort, and increase automation across…