Overview
Provide leadership for regional digital workplace service delivery, ensuring staff have reliable access to technology and supporting the adoption of new capabilities. Serve as a trusted ITS presence in the field, building relationships with senior business stakeholders and supporting technology hubs.
Key Responsibilities
- Provide leadership for end-to-end IT support services, overseeing core service delivery operations.
- Manage 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 issue resolution through self-service and drive automation and AI integration.
- Ensure strong onboarding and offboarding experiences.
- Implement and support the adoption of new technologies.
- Lead scalable and consistent adoption efforts.
- Support regional deployments of devices, collaboration rooms, and Copilot enablement.
- Gather feedback on infrastructure and VC equipment performance.
- Build operational-level relationships with regional leadership and Country Managers.
- Engage with other ITS units to provide structured feedback and stay aligned with technology developments.
- Guide, mentor, and coach team members.
- Promote knowledge sharing and best practices.
- Foster a culture of accountability, trust, collaboration, and continuous improvement.
- Set clear performance expectations and provide feedback.
Required Experience
- Demonstrated experience providing leadership for end‑to‑end IT service delivery in a complex, distributed enterprise environment.
- 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.
- Practical experience advancing self‑service, automation, and AI‑enabled service operations.
- Demonstrated ability to build trusted relationships with senior business stakeholders.
- Proven capability to provide leadership, coaching, and guidance to geographically distributed teams.
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 Foundation (required)
- SAFe Agilist (required)
- ITIL Intermediate or ITIL 4 Managing Professional (preferred)
- CompTIA A+ (preferred)
- Agile coaching certification (preferred)
