Head of Digital Workspace

Candidates must be local; No relocation - This is a hybrid role US Citizens/GC Holders Only; No sponsorship Responsibilities Define and own multi-year Digital Workspace strategy, aligning it with corporate technology and people strategies. Responsible for modernization and automation in alignment with maintenance and delivery functions for End User Computing platforms. Responsible for hardware and software patching and End of Life/Support asset tracking and lifecycle management processes. Includes planning, managing and sponsoring BAU and project asset upgrades to maintain a supported position. Benchmark against industry best practices and competitor environments to identify opportunities for competitive differentiation. Responsible for ensuring the Production service is prioritized with all service incidents, problems and requests responded to and actions. Act as an escalation point for high priority application and infrastructure service support incidents and ensure the function is meeting and exceeding agreed business SLAs, KPIs and performance targets. Working closely with Infrastructure Engineering and Architecture teams to develop strategies for End User Computing platforms and services as well as mobile end points, collaboration platforms, email and telephony. Ensure the risk controls are documented, regularly reviewed and tested. Identified operational risk issues are captured with appropriate risk issue actions tracked to agreed timelines. Define and implement standards and procedures to adhere to current best practice and drive continual service improvement. Vendor relationship owner for several firm managed service providers and service delivery contracts included. Budgeting and management of software and hardware maintenance contracts. Responsible for managing service resilience including backup and disaster recovery process and procedures. Plan and conduct quarterly DR tests for all datacenter and cloud hosted services ensuring any findings are captured and addressed. Lead, coach, and develop a team of managers, engineers, product owners, and change specialists. Foster a culture of continuous improvement, and outcome-oriented delivery. Set clear objectives, manage performance, and build a talent pipeline aligned to the organization's growth trajectory. Represent the Digital Workspace function on senior leadership forums, technology steering committees, and cross-functional task force. Qualifications Bachelor's degree educated or equivalent. 10+ years of progressive experience in IT, digital workplace, or enterprise technology, with at least 5 years in a senior leadership role. Demonstrated success delivering large scale digital workplace transformation programs across a complex, multi-site organization. Must have strong technical operational management support experience delivering enterprise level high quality, reliable ubiquitous end user services including Microsoft365 and Teams at scale. Strong experience leading and managing global end user support functions across multiple geographical locations essential. Solid understanding of monitoring and managing key service KPIs/SLAs and delivering a world class service. Strong vendor management experience for managed service providers and service support contracts. Asset management and lifecycle (EOS/EOL) process management. Experience of working in a regulated financial services / banking organization. Ability to demonstrate strong management and leadership qualities. Possessing a strong service-oriented mindset can consistently deliver a high level of service to the business. Strong team working skills, both as a contributor and facilitator. Has the ability to influence decisions. A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels. Proactive individuals who can take the lead in engaging with the business stakeholders. Demonstrate strong technical, analytical and problem-solving skills. Able to manage their time effectively and prioritize their own and their team's workload to meet changing demands from the business. Ability to communicate complex technical issues to different levels of management. #J-18808-Ljbffr Open Systems Technologies