VP, Center of Operational Excellence

Job Description

VP, End User Services (AI Automation & Service Optimization)


Onsite 5 days per week

Overview
We are seeking a forward-thinking VP of End User Services to lead the transformation of our end user support ecosystem. This role will drive the adoption of AI-powered automation, elevate break/fix performance, streamline access and service request processes, and modernize asset management and inventory control.
You will combine operational excellence with innovation-leveraging data, automation, and user-centric design to deliver a seamless, scalable end user experience.

VP, End User Services Key Responsibilities

AI & Automation Strategy

• Define and execute a roadmap for AI-driven automation across End User Services (e.g., virtual agents, self-healing, workflow automation).
• Identify high-volume, repeatable processes and implement automation to reduce manual effort and resolution time.
• Partner with IT, Security, and Business teams to integrate AI solutions into service delivery platforms (e.g., ServiceNow, endpoint tools).
• Establish metrics to measure automation effectiveness (deflection rates, MTTR reduction, user satisfaction).

Break/Fix Excellence

• Lead global end user support operations to improve incident response and resolution times.
• Implement proactive and predictive support models (e.g., monitoring, self-remediation).
• Drive root cause analysis (RCA) discipline to eliminate recurring issues.
• Establish SLAs/XLAs focused on both performance and user experience.

Access & Service Request Optimization

• Oversee and improve identity, access, and request fulfillment processes.
• Streamline workflows to reduce cycle time and improve transparency.
• Champion self-service capabilities and knowledge management to reduce ticket volume.
• Ensure compliance with security and audit requirements.

Asset Management & Inventory Control

• Develop and maintain a robust IT asset lifecycle management program (procurement through disposal).
• Implement accurate, real-time inventory tracking and reconciliation processes.
• Optimize hardware/software utilization and cost management.
• Ensure compliance with financial, security, and regulatory standards.
• User Experience & Continuous Improvement
• Establish a user-centric service model with measurable satisfaction (CSAT, NPS, XLAs).
• Analyze service data to identify trends and improvement opportunities.
• Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.

Leadership & Collaboration

• Build and lead high-performing global teams across service desk, desktop support, and endpoint services.
• Collaborate with Infrastructure, Security, HR, and Business Units to align services with business needs.
• Manage vendor relationships and outsourced service providers.
• Develop talent and foster a culture of innovation and accountability.

VP, End User Services Qualifications

• Bachelor degree in Information Technology, Business, or related field (Masters preferred).
• 10+ years of experience in IT End User Services or IT Operations, with at least 5 years in leadership.
• Proven experience implementing AI/automation in IT support environments.
• Strong knowledge of:

• ITIL / ITSM frameworks
• Endpoint management (e.g., Intune, SCCM, Jamf)
• Service management platforms (e.g., ServiceNow)
• Identity & Access Management (IAM)

• Demonstrated success improving break/fix performance, request fulfillment, and asset management.
• Experience managing global teams and third-party vendors.

Key Skills

• Strategic thinking with hands-on execution ability
• Data-driven decision making
• Process optimization and automation mindset
• Strong leadership and stakeholder management
• Excellent communication and change management skills

Success Metrics

• Reduction in Mean Time to Resolve (MTTR)
• Increased automation/deflection rates
• Improved CSAT/NPS scores
• Reduction in ticket volume through self-service
• Asset accuracy and lifecycle compliance
• Faster access/request fulfillment times

3 VP, End User Services 0-60-90 Day Plan (High-Impact)

First 30 Days - Diagnose, Triage, Act

Objective: Establish control, deliver quick wins, and expose gaps.

• Stand up a daily operations cadence (incident review, backlog burn-down, SLA tracking).
• Baseline and publish core metrics:

• MTTR, First Contact Resolution (FCR), ticket volume drivers, request cycle times, asset accuracy.

• Identify and eliminate top 5 ticket drivers (knowledge gaps, repeat incidents, misrouted requests).
• Launch immediate automation quick wins:

• Password resets, common access requests, software installs.

• Audit and correct critical asset inventory discrepancies (focus on high-risk / high-value assets).
• Map current access/request workflows and remove obvious approval bottlenecks.
• Establish executive visibility (weekly dashboard + risks + actions).

Deliverables:

• Live performance dashboard
• Top issues + remediation plan
• First automation use cases in production
• Stabilized service desk operations

Days 31-60 - Build, Standardize, Prove Value

Objective: Shift from reactive to structured, repeatable execution.

• Deploy AI-enabled capabilities:

• Virtual agent for Tier 0 support
• Automated ticket routing and triage
• Self-healing for common endpoint issues

• Reduce ticket volume by targeting 15-25% deflection through:

• Self-service expansion
• Knowledge base overhaul (top 20 issues)

• Implement RCA discipline for recurring incidents with enforced ownership.
• Redesign service catalog and request workflows:

• Standardize, simplify, and automate fulfillment

• Establish asset lifecycle controls:

• Intake? deployment? refresh? disposal tracking
• Monthly reconciliation cadence

• Introduce XLAs (experience metrics) alongside SLAs.

Deliverables:

• Measurable reduction in ticket volume and MTTR
• AI/automation actively handling real workloads
• Standardized, faster request fulfillment
• Asset visibility improved with audit-ready tracking

Days 61-90 - Scale, Optimize, Institutionalize

Objective: Lock in gains and scale transformation across the enterprise.

• Expand automation to end-to-end workflows:

• Joiner/mover/leaver (JML) processes
• Role-based access provisioning

• Achieve sustained improvements:

• MTTR reduction (target 20-30%)
• Increased FCR
• Noticeable CSAT/NPS lift

• Operationalize a productivity model:

• Shift-left strategy fully in motion
• Tier 1 handling majority of volume via automation/self-service

• Implement cost and efficiency controls:

• Optimize hardware/software utilization
• Reduce redundant tools/licenses

• Formalize governance and operating model:

• KPIs, ownership, vendor accountability
• Continuous improvement pipeline

• Present executive roadmap (6-12 months) with ROI tied to automation and efficiency gains.

Deliverables:

• Scaled automation with measurable ROI
• Faster, simpler access and request experience
• Fully governed asset management program
• Clear forward roadmap aligned to business outcomes

90-Day Impact Snapshot

• 20-30% reduction in MTTR
• 15-30% ticket deflection via automation/self-service
• Significant improvement in request turnaround times
• Instill confidence in asset inventory accuracy
• Visible shift from reactive support? intelligent, proactive service

#RT
#MCB
#DICEJOBS

Meet Your Recruiter

Technical Recruiter

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