Digital Workplace Operations Lead

About the role

We are seeking a Digital Workplace Operations Lead to be the operational and technical anchor for a team that owns the platforms the entire company works on — Google Workspace, Atlassian (Jira/Confluence), Slack, Zoom, AV, AI tooling, and the security, licensing, and custom solutions that surround them.

Responsibilities

• Delivery Ownership — Own end-to-end delivery across two lanes of work: roadmap-driven platform programs (sprints and milestone delivery) and operational service engineering covering run-the-business support, fast-turn business requests, and SLA-bound incident and request work.
• Operating Rhythm — Run the team's weekly operating cadence — sprint planning, standups, priority and PM syncs — and keep cross-squad dependencies visible and unblocked.
• Stakeholder Management — Serve as the senior technical and operational point of contact for key stakeholders, providing direct ownership and continuity on commitments.
• Program Delivery — Drive delivery on critical migration and platform programs (e.g., ServiceNow → JSM, Google decoupling, Microsoft tenant migration, app rationalization), partnering with program/project managers on scope, timeline, and risk.
• Operational Hygiene — Set and enforce operational discipline across the platforms we own — change review before production changes, documentation standards, and ownership clarity across every squad.
• Problem Management — Establish a problem-management mindset: identify recurring platform issues, trigger root-cause analysis, and ensure permanent fixes rather than repeat firefighting.
• Team Leadership and Development — Lead, mentor, and develop engineers and PMs. Create clear ownership and accountability so work doesn't route back through a single point of escalation.
• Reporting and Analysis — Own platform reliability and performance reporting — SLA adherence, backlog health, incident and request trends — and report regularly to leadership.
• Security and Compliance — Partner with the Security & Compliance function to ensure platforms meet governance, audit, and identity/SSO requirements.
• Automation and Self-Service — Drive automation and self-service across collaboration and productivity workflows to reduce manual operational load.
• Licensing and Vendor Management — Support licensing optimization and vendor performance, ensuring contracted outcomes and SLAs are met.
• Roadmap Contribution — Contribute to the Digital Workplace roadmap and continuous-improvement initiatives as an active voice on platform direction.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent experience).
• 7+ years in IT engineering, platform operations, or digital workplace/collaboration engineering, with 2+ years leading people or owning delivery for a team.
• Hands-on depth in one or more core collaboration platforms — Google Workspace, Atlassian (Jira/Confluence), Slack, or Zoom — and the judgment to lead across the full stack.
• Proven ability to run a delivery cadence across mixed work types (project work, fast-turn requests, and operational support) and drive accountability without micromanaging.
• Strong understanding of ITIL/ITSM practices (Incident, Problem, Change, Service Request) and how they apply to platform operations.
• Experience leading platform migrations or large change programs end to end.
• Excellent stakeholder management — comfortable being the accountable owner in front of demanding internal and partner stakeholders.
• Comfort working in a fast-moving, scaling environment with ambiguity and shifting priorities.
• Bias toward automation, root-cause elimination, documentation, and operational excellence.
• Experience with IT service management tools (e.g., ServiceNow, Jira Service Management).

Preferred Qualifications

• Familiarity with infrastructure monitoring tools.
• Experience with vendor contract negotiation and management.
• Project management experience or certification (e.g., PMP).
• Exposure to AI/productivity tooling and platform governance (e.g., Glean, Gemini, Claude, developer tooling) is a plus.