Digitial Workplace Service Domain Lead

Role & responsibilities

Digital Workplace Service Leadership

• Own end-to-end Digital Workplace Services delivery for a global enterprise environment supporting approximately 80,000 users across 29 countries.
• Lead strategy, governance, delivery excellence and continuous improvement across all workplace service towers.
• Ensure consistent service delivery aligned to business objectives, contractual commitments and customer expectations.
• Act as the executive escalation point for workplace services and critical incidents.

Global Service Desk & End User Support

• Lead global Remote Service Desk operations.
• Drive improvements in First Contact Resolution (FCR), Mean Time to Resolution (MTTR), Service Level Achievement and Customer Satisfaction (CSAT).
• Establish service standards and operational discipline across regional delivery teams.
• Drive multilingual, customer-centric support models for a geographically distributed workforce.

Deskside & Field Support Services

• Manage global deskside support operations.
• Standardise delivery processes and workplace support experiences across regions.
• Ensure effective onsite support governance, workforce planning and operational efficiency.

Endpoint & Workplace Engineering

• Provide leadership across:
• Endpoint Management
• Device Lifecycle Management
• Endpoint Security & Compliance
• Software Distribution
• Patch Management
• Modern Workplace Technologies
• Digital Employee Experience platforms
• Drive adoption of predictive and proactive endpoint support capabilities.

Asset & Lifecycle Management

• Own global workplace asset governance.
• Manage procurement alignment, inventory accuracy, refresh programmes and asset lifecycle compliance.
• Ensure financial optimisation through effective utilisation and lifecycle strategies.

Automation & AI Transformation

• Define and execute Digital Workplace automation strategy.
• Drive adoption of:
• Self-Heal capabilities
• Self-Service platforms
• Virtual Assistants
• GenAI-enabled support solutions
• Agentic AI workflow orchestration
• Knowledge Automation
• Identify opportunities to reduce manual effort and improve user experience through intelligent automation.

Customer Experience & Service Excellence

• Establish Voice of Customer programmes to continuously improve employee experience.
• Develop customer success metrics and executive dashboards.
• Drive measurable improvements in:
• CSAT
• Employee Experience Scores
• Productivity Metrics
• Operational Efficiency
• Service Quality

Workforce Leadership

• Lead, mentor and develop a globally distributed organisation of approximately 400 service delivery professionals.
• Build a high-performance culture focused on accountability, innovation and customer success.
• Drive workforce optimisation, skills transformation and succession planning.

Financial & Commercial Accountability

• Manage global delivery budgets and resource planning.
• Identify opportunities for cost optimisation without impacting service quality.
• Drive productivity improvements through automation and operational efficiencies.

Stakeholder Management

• Build trusted relationships with customer CIOs, IT Leadership, Business Leaders and executive stakeholders.
• Lead operational governance, service reviews and transformation steering committees.
• Present service performance, risk mitigation and transformation roadmaps to senior leadership

Preferred candidate profile

equired Experience

• 18+ years of IT Services experience with significant leadership experience in Digital Workplace Services.
• Proven experience managing large-scale Digital Workplace operations supporting 50,000+ users.
• Experience leading global service delivery organisations with 300+ resources.
• Strong background in:
• Service Desk Operations
• Deskside Support
• Endpoint Management
• Asset Management
• Workplace Engineering
• IT Service Management
• Demonstrated success in improving customer satisfaction and operational performance.
• Experience delivering workplace transformation initiatives involving AI and automation technologies.
• Strong domestic customer management experience with multi-country delivery exposure.

Preferred Technical Expertise

• Microsoft Intune
• Microsoft Endpoint Manager
• Microsoft 365
• Windows & Modern Workplace Technologies
• ServiceNow ITSM
• Digital Experience Monitoring (Nexthink, Systrack or similar)
• Power Platform
• GenAI and Agentic AI Platforms
• IT Asset Management Tools
• Knowledge Management Platforms
• Workflow Automation Solutions

Leadership Competencies

• Executive Presence
• Customer Obsession
• Strategic Thinking
• Operational Excellence
• Financial Acumen
• Large Scale Workforce Leadership
• Transformation Leadership
• Change Management
• Innovation Mindset
• Data-Driven Decision Making

Success Metrics / KPIs

• CSAT Improvement > 10% Year-on-Year
• First Contact Resolution (FCR)
• Mean Time to Resolve (MTTR)
• Service Level Achievement
• Automation Adoption Rate
• Self-Service Utilisation
• Reduction in Human-Touch Tickets
• Endpoint Compliance Achievement
• Workforce Productivity Improvement
• Cost per Ticket Reduction
• Employee Engagement Scores
• Delivery Margin Achievement
• Transformation Benefits Realisation