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 clear communication on service status.
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 the share of issues resolved through self-service and drive the implementation of automation and AI integration strategies.
- Ensure strong onboarding and offboarding experiences.
- 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 Foundation (required)
- SAFe Agilist (required)
- ITIL Intermediate or ITIL 4 Managing Professional (preferred)
- CompTIA A+ (preferred)
- Agile coaching certification (preferred)
