Essential Duties and Responsibilities :

1. Digital Strategy :

- Define and lead the digital workplace strategy, aligning with organizational goals to drive transformation, innovation, and enhanced employee experience.

2. Technology Adoption :

- Drive adoption of modern workplace technologies and lead change management initiatives to ensure smooth implementation and user engagement.

3. Performance Metrics :

- Establish and track KPIs, SLAs, and performance metrics to optimize service delivery and drive continuous improvement.

4. IT Operations :

- Oversee IT Service Desk operations, improving service quality, efficiency, automation, and first-contact resolution.

5. User Experience :

- Lead end-user experience initiatives, ensuring seamless onboarding, proactive support, and minimal downtime across workplace technologies.

6. Environment Management :

- Manage and enhance branch and workplace technology environments, ensuring secure, reliable, and consistent user experiences.

7. Collaboration Platforms :

- Oversee collaboration and productivity platforms (e.g., O365, Teams), driving adoption, optimization, and workflow efficiency.

8. AV Services :

- Lead design, deployment, and support of audio-visual and broadcast services, ensuring reliable communication and event experiences.

9. Automation :

- Drive automation and self-service capabilities to improve user productivity and reduce operational overhead.

10. Cross-functional Partnership :

- Partner with cross-functional teams and leadership to align workplace initiatives with business needs and enhance digital interactions.

11. Vendor Management :

- Manage third-party vendors and outsourcing strategies, ensuring service quality, cost efficiency, and alignment with organizational objectives.

12. Team Leadership :

- Build, lead, and develop high-performing teams, fostering a culture of innovation, collaboration, and continuous improvement.

Required Qualifications :

1. Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent experience.

2. Extensive leadership experience in digital workplace, end-user services, and enterprise IT environments.

3. Strong knowledge of ITIL practices and service delivery frameworks.

4. Expertise in end-user technologies, collaboration platforms, AV systems, and workplace solutions.

5. Proven experience in driving technology adoption and change management at scale.

6. Strong leadership, communication, and stakeholder management skills.