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.
- Manage service health, service levels, and user experience indicators.
- Analyze performance trends and systemic issues.
- Govern vendor and service partner performance.
- Increase self-service issue resolution and drive automation.
- 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.
- Engage with other ITS units to provide structured feedback.
- Guide, mentor, and coach team members.
- Promote knowledge sharing and best practices.
- Foster a culture of accountability, trust, and collaboration.
Required Experience
- 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.
- Demonstrated experience providing leadership for end‑to‑end IT service delivery in a complex, distributed enterprise environment.
- Strong experience applying ITIL standards.
- Practical experience advancing self‑service, automation, and AI‑enabled service operations.
- Demonstrated ability to build trusted relationships with senior business stakeholders.
Qualifications
- ITIL Foundation (required)
- SAFe Agilist (required)
- ITIL Intermediate or ITIL 4 Managing Professional (preferred)
- CompTIA A+ (preferred)
- Agile coaching certification (preferred)
