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The Director Digital Workplace Services and ITSM leads global digital workplace services, including the Service Desk, onsite support, endpoint operations, and enterprise user experience initiatives. This role ensures a high-quality end-user experience, reliable IT operations across manufacturing and office environments, and adoption of AI-enabled service capabilities. The leader will drive service transformation, manage global MSP partners, and oversee programs that improve operational reliability, experience quality, and cost efficiency.
Job Responsibility:
Direct global Service Desk, onsite support, and field services across 160+ countries
Oversee MSP/vendor performance, SLAs/XLAs, operational KPIs, and financial governance
Advance AI-enabled service delivery, automation, self-service, and digital deflection
Lead digital experience initiatives leveraging DEX platforms, sentiment analytics, and workflow automation
Provide oversight for endpoint management, PC lifecycle planning, and hardware/software provisioning
Manage major vendor relationships, RFPs, and contract negotiations driving cost optimization
Partner with Cyber, Finance, Procurement, and Manufacturing to align strategy and ensure operational readiness
Lead global teams while communicating priorities and progress to executive stakeholders
Requirements:
Bachelor’s degree
10+ years in IT operations, service delivery, or end-user services leadership
5+ years of experience managing multiple teams and Managed Services Providers (MSP)
5+ years of experience in IT Operations or digital workplace technologies
2+ years of experience implementing AI/automation in service delivery environments
Nice to have:
Bachelor’s degree in Information Technology or Business