Senior Digital Workplace Delivery Lead

About the role

The Senior Digital Workplace Delivery Lead is a senior individual contributor responsible for leading complex digital workplace, end-user technology, and platform enablement initiatives across a global enterprise environment. The role drives delivery, adoption, communication, and operational readiness for initiatives involving ServiceNow, collaboration technologies, endpoint management, productivity tools, support workflow platforms, and related employee experience capabilities. This role operates within Infrastructure & Operations and coordinates execution across engineering, operations, support, vendor, and business stakeholder teams. It focuses on simplifying the technology landscape, reducing fragmentation, improving adoption, and enabling consistent ways of working through practical delivery leadership.

Responsibilities

• Lead end-to-end execution of large or high-impact initiatives across end-user technology, collaboration platforms, productivity tools, device lifecycle programs, upgrades, and enterprise enablement efforts.
• Own delivery from planning through stabilization, ensuring initiatives are completed, adopted, supportable, and successfully transitioned into operations.
• Drive execution across multiple teams and workstreams where delivery depends on alignment between engineering, support, operations, platform owners, vendors, and business stakeholders.
• Identify fragmented workflows, overlapping tools, inconsistent team practices, and delivery inefficiencies, then translate them into clearer and more repeatable execution models.
• Partner with technical and operational stakeholders to consolidate platforms, reduce redundancy, and move teams toward unified enterprise approaches where appropriate.
• Recommend practical delivery patterns that improve consistency across regions, business units, and support teams without adding unnecessary complexity.
• Serve as the senior execution lead across engineering, infrastructure, service desk, operations, architects, platform teams, and vendors to ensure work is sequenced appropriately and dependencies are actively managed.
• Help break large initiatives into executable work packages and ensure completion is measured through operational outcomes—not just task closure.
• Ensure each initiative includes support readiness activities such as runbooks, knowledge articles, service desk preparation, documentation updates, and transition planning.
• Validate that support teams understand ownership, escalation paths, operating procedures, and where to find accurate information once a change is live.
• Monitor post-go-live stabilization, identify adoption barriers, and coordinate remediation where teams revert to legacy workflows or non-standard tools.
• Use ServiceNow as a core execution platform to coordinate delivery activities, manage related tasks and work records, support change processes, and provide visibility into progress and risks.
• Partner with process owners or platform teams to improve delivery transparency, reporting, and work orchestration for larger programs or operational initiatives.
• Support structured imports, work decomposition, and large-scale task coordination for enterprise efforts such as hardware refreshes, deployment waves, or support readiness activities.
• Help teams adapt to new or consolidated workflows by defining practical guidance, usable implementation patterns, and sustainable support models.
• Identify adoption barriers early and coordinate remediation when teams struggle to adopt new standards, workflows, or tools.
• Measure adoption through operational indicators such as reduced legacy usage, improved supportability, clearer ownership, and stronger user experience.
• Own the planning, creation, coordination, and delivery of clear, timely, audience-specific communications for executives, business stakeholders, technical teams, support teams, vendors, and end users.
• Create practical communication materials such as stakeholder updates, rollout messages, support readiness briefings, change summaries, FAQs, implementation guidance, and post-go-live updates.
• Build communication plans into delivery activities from the start, including audience, timing, message owner, channel, approval path, and intended outcome.
• Influence decisions across teams without direct authority by combining execution leadership, technical credibility, operational judgment, and clear communication.
• Support leadership in evaluating tradeoffs related to user experience, supportability, scalability, delivery risk, operational complexity, and stakeholder impact.

Qualifications

• 10-15 years of experience in IT Infrastructure, End User Support, Infrastructure Operations, Technical Delivery, or a closely related role.
• Demonstrated success leading large, cross-functional enterprise technology initiatives as a senior individual contributor.
• Strong working knowledge of end-user technology domains such as endpoint management, productivity tooling, collaboration platforms, operational support models, and enterprise service delivery.
• Experience working in or closely alongside ServiceNow, including task coordination, change enablement, and operational workflow tracking.
• Proven ability to coordinate execution across technical teams, drive accountability, and manage operational readiness in complex environments.
• Exceptional written and verbal communication skills, including the ability to translate technical details into clear business language, executive summaries, operational guidance, and user-facing messaging.
• Demonstrated ability to develop structured communication plans for complex technology initiatives, including stakeholder updates, rollout communications, adoption messaging, and support readiness communications.
• Experience in a global enterprise environment supporting approximately 6,000+ users.
• Experience with platform consolidation, workflow standardization, tooling rationalization, or enterprise simplification initiatives.
• Familiarity with ITIL-aligned service delivery practices, especially Incident, Change, Request, and Knowledge Management.
• Experience supporting enterprise transitions involving documentation platforms, collaboration tools, end-user computing, service enablement, or operational support models.
• Exposure to adoption, change enablement, communications, or stakeholder readiness disciplines in addition to technical delivery.
• Experience preparing communications for executive stakeholders, impacted business groups, support teams, and broad end-user audiences during technology rollouts or operational changes.

Preferred Qualifications

• Experience in a global enterprise environment supporting approximately 6,000+ users.
• Experience with platform consolidation, workflow standardization, tooling rationalization, or enterprise simplification initiatives.
• Familiarity with ITIL-aligned service delivery practices, especially Incident, Change, Request, and Knowledge Management.
• Experience supporting enterprise transitions involving documentation platforms, collaboration tools, end-user computing, service enablement, or operational support models.
• Exposure to adoption, change enablement, communications, or stakeholder readiness disciplines in addition to technical delivery.
• Experience preparing communications for executive stakeholders, impacted business groups, support teams, and broad end-user audiences during technology rollouts or operational changes.

About Focus Financial Partners

Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.

Equal Opportunity Employer

Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law. Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com.