Overview
Provide leadership for regional digital workplace service delivery, ensuring staff have reliable access to technology and effective coordination with local network partners, while supporting adoption of new capabilities.
Key Responsibilities
- Provide leadership for end-to-end IT support services, overseeing core service delivery operations.
- Manage the service health, service levels, and user experience indicators for the region.
- Analyze performance trends and systemic issues to identify challenges and opportunities for improvement.
- Govern vendor and service partner performance.
- Increase the share of issues resolved through self-service and drive the implementation of automation and AI integration strategies.
- Ensure strong onboarding and offboarding experiences in terms of IT readiness and compliance.
- Implement and support the adoption of new technologies.
- Lead scalable and consistent adoption efforts.
- Support regional deployments at pace and with quality.
- Gather feedback on performance, reliability and support of infrastructure and VC equipment.
- Build operational-level relationships with regional leadership and Country Managers.
- Engage with other ITS units to provide structured feedback from the region.
- Guide, mentor, and coach team members.
- Promote knowledge sharing, best practices, and continuous learning.
- Foster a culture of accountability, trust, collaboration, and continuous improvement.
- Set clear performance expectations, provide timely and constructive feedback, and contribute to performance management and career development discussions.
Required Experience
- Demonstrated experience providing leadership for end‑to‑end IT service delivery in a complex, distributed enterprise environment, including support for digital workplace technologies such as end‑user devices, collaboration rooms, conferencing solutions, and enterprise productivity platforms.
- Strong experience applying ITIL standards to improve service quality and user experience, including monitoring performance, analyzing trends and systemic issues, and driving timely actions to enhance service reliability.
- Practical experience advancing self‑service, automation, and AI‑enabled service operations to improve operational efficiency and reduce user effort.
- Demonstrated ability to build trusted relationships with senior business stakeholders, manage client expectations, and work effectively across cross‑functional and matrixed teams.
- Proven capability to provide leadership, coaching, and guidance to geographically distributed teams, fostering accountability, skill development, collaboration, and a strong service‑oriented culture.
Qualifications
- Master’s degree with 8 years of experience or a Bachelor's degree with a minimum of 10 years of relevant experience, or equivalent combination of education and experience.
- ITIL Intermediate or ITIL 4 Managing Professional
- CompTIA A+
- SAFe Agilist (SA) or Agile coaching certification
