Associate Director, Digital Workplace

Responsibilities

Lead and develop a global Digital Workplace organization, driving accountability, performance, and service excellence.

Define and execute the Digital Workplace strategy and roadmap aligned with business objectives.

Establish service delivery standards, KPIs, SLAs, and operating procedures to ensure consistent support services.

Oversee global Service Desk and Tier 2 support operations, escalation management, and service performance.

Drive continuous improvement initiatives focused on employee experience, operational efficiency, automation, and service quality.

Develop and measure Digital Employee Experience programs using user feedback, service metrics, and technology performance data.

Own end-user device lifecycle management, including provisioning, deployment, refresh, recovery, and retirement processes.

Partner with Infrastructure and Operations teams to optimize endpoint management, Intune, Autopilot, software deployment, and workplace technology services.

Oversee onboarding and offboarding technology processes to deliver a consistent employee experience.

Lead workplace technology modernization initiatives across global locations.

Oversee conference room, meeting room, audiovisual, and workplace collaboration technologies.

Own the end-user experience for Microsoft 365, Teams, Outlook, OneDrive, SharePoint, and related productivity platforms.

Lead the adoption, governance, and continuous improvement of Microsoft Copilot and emerging AI-enabled workplace technologies.

Mature and enforce ITIL processes including Incident Management, Request Fulfillment, Knowledge Management, Service Catalog, and Continuous Improvement utilizing ServiceNow.

Partner with ServiceNow platform teams to enhance workflows, automation, reporting, self-service capabilities, and user experience.

Oversee IT Asset Management processes, ensuring asset lifecycle governance, inventory accuracy, compliance, and audit readiness.

Partner with Cybersecurity to ensure endpoint compliance, device governance, secure workplace services, and adherence to security standards.

Manage relationships with workplace technology vendors, support providers, and strategic service partners.

Develop and present service performance metrics, operational reporting, business cases, and improvement plans to IT leadership.

Own Digital Workplace budgeting, resource planning, cost optimization, and financial management.

Qualifications

• Bachelor's degree in Information Technology, Business, or a related field; equivalent experience considered.
• 12+ years of progressive IT experience with at least 7 years in a leadership role.
• Experience leading Digital Workplace, End User Computing, Service Desk, Workplace Technology, or IT Service Management organizations.
• Strong knowledge of IT Service Management (ITSM) principles and ITIL best practices.
• Experience managing ServiceNow or other enterprise ITSM platforms, including service catalog and workflow automation initiatives.
• Experience managing endpoint services, Microsoft Intune, Autopilot, device lifecycle management, and workplace support operations.
• Experience supporting Microsoft 365, Teams, collaboration technologies, and digital workplace platforms.
• Experience managing Digital Employee Experience, user satisfaction, or workplace technology adoption initiatives.
• Demonstrated success driving operational excellence, automation, service quality improvements, and organizational change management.
• Experience managing IT Asset Management programs and lifecycle governance processes.
• Experience managing vendors, managed service providers, and strategic technology partners.
• Strong understanding of cybersecurity principles related to endpoint management and workplace services.
• Experience supporting global organizations and distributed workforces.
• Excellent leadership, communication, stakeholder management, organizational, and problem-solving skills.
• ITIL certification preferred.
• Experience supporting biotechnology, pharmaceutical, manufacturing, life sciences, or other regulated environments preferred.
• Experience supporting manufacturing and laboratory user populations preferred.