Director, Digital Workplace & End User Services

About the Role

We are looking for a forward-thinking leader to serve as the Director of Digital Workplace & End User Services. This is a pivotal role for someone who sees IT not as a support function, but as a product organization dedicated to empowering our workforce. You will be responsible for reimagining how our employees interact with technology, leveraging AI to drive productivity, and achieving a "zero-touch" operational model through high-degree automation.

Why Join Us

We are committed to building a world-class environment where technology feels invisible and powerful. You will have the mandate to challenge legacy processes and lead the deployment of cutting-edge AI tools that directly impact the daily lives of our employees.

Key Responsibilities:

• Architect the AI-Centric Digital Workplace: Lead the strategy to integrate generative AI and intelligent agents into the daily workflow. You will redefine how employees access information, collaborate, and execute tasks by embedding AI assistants directly into their digital environment.
• Design for Delightful Experiences: Champion the "Digital Employee Experience" (DEX). You will move beyond traditional SLAs by implementing sentiment-based metrics (eNPS) to ensure technology consistently enables, rather than hinders, our employees.
• Drive Zero-Touch Automation: Transform our infrastructure into a highly automated, self-healing ecosystem. You will oversee the end-to-end automation of device lifecycle management, software distribution, and security patching to eliminate manual toil.
• Audiovisual (AV) & Meeting Experience: Define and maintain the global standard for conference room AV technology, including displays, cameras, microphones, and video conferencing room systems (Zoom Rooms). You will oversee AV for large-scale internal events and all-hands meetings, manage digital signage across office locations, and partner with Facilities and IT to ensure a consistent, high-quality hybrid meeting experience that upholds the principles of digital employee experience.
• Service Desk & ITSM: Lead the end user support function, including Tier 1/2 helpdesk operations, IT service management (ITSM) processes, and self-service capabilities. You will be responsible for defining and enforcing service level targets, driving continuous improvement in ticket deflection and resolution time, and maturity of the service desk.