Scope: Global - On-Prem, GCP, Azure, Office 365, Service Now
Team Size: 160+ team members across 23 different countries
Remote/Hybrid/Onsite:  Remote possible w/ regular travel (1-2 times a month)

Enterprise Technology is searching for a Senior Director of Digital Employee Experience and Support who will be responsible for driving the strategic direction and operational excellence of digital employee experience (DEX) and related support functions. The role involves leading a globally distributed team to deliver exceptional employee experiences, enhance user engagement, drive automation opportunities, modernize support options, and implement innovative solutions to improve customer satisfaction and operational efficiency. This is a great opportunity to apply your unique product, design and technology skillsets to create an exceptional customer experience that is focused on automation, self service, and driving improved employee productivity. This pivotal role demands a transformational, strategic and operationally savvy leader to inspire excellent customer support, handle critical customer concerns, develop talent, and orchestrate innovation and advocacy! 

Basic Requirements:

20+ years total combined IT experience, with at least 15 years leading large technical delivery 5+ years' experience in designing and implementing end-user, employee, and support services Demonstrated experience in designing, building, and managing End User, Digital Employee Experience, and Support services, preferably intended for hybrid working environments in large enterprises Experience in formulating and implementing Employee Experience strategy in support of Workplace Modernization, Transformation, and Productivity Improvements MBA, PhD, or equivalent experience preferred Experience with End User technology products Experience with User Experience design Experience with End User Support services (e.g., Help Desk, Tech Lounge, Executive Support) Experience with Video Conferencing and Collaboration services Experience with Microsoft 365 and MS Teams Experience with Microsoft Windows and Apple Mac enteprise solutions Experience with Service Now Platform Experience with GCP and Azure Clouds a plus Have a bias for value, speed, and quality to implement strategic goals in the direction of Digital Employee Experiences, improving Employee Productivity, driving Excellent Customer Service, and leveraging automation and self-service to enable End Users.

Preferred Requirements:

Deep experience in leading Employee Experience, End-User, and IT Support services for large enterprises Visionary leader who maintains an evergreen view of our future state, challenges the status quo, and delivers measurable results against a strategic roadmap Passion in driving improved employee experiences across a large enterprises Maintains deep connection to industry leaders & peers – leading industry innovation and sharing trends Actively assumes ownership of new initiatives and showcases steadfast outcomes Experience researching and implementing new/emerging tech to drive improvements & business value  Experienced operational leader, driving excellence and continuous improvement with technology teams Deep technical leadership experience with ITIL and ITSM toolsets, preferably ServiceNow Deep technical leadership experience with Prog/Project Mgmt, Agile, Product-led Orgs, & tools (Atlassian, Jira, Automated - CI/CD Pipelines, etc…) Extensive experience managing third-party vendors delivering IT services in a large enterprise Experience in infrastructure strategy, public and private cloud, security, server, storage, and IT ops Strong budget management skills and proven success in delivering IT service delivery and support Highly collaborative w/ strong influencing skills, highly resourceful, self-driven & results oriented Inspire a diverse, globally distributed team, fostering collaboration, innovation, and continuous improvement Highly organized, an effective communicator, and a natural influencer Demonstrated ability to Recruit, develop, inspire, and retain high-performing professionals Effective at working with geographically remote and culturally diverse teams Experience working in a matrixed team structure and influencing across product areas Manage a portfolio of projects in a fast-paced environment, adapting to shifting priorities

 

Objectives:

Develop and implement a strategic approach to transform DEX, Support, and Program/Project Mgmt. Directly oversee all aspects of the transformation journey, from envisioning the new state and strategizing the transformation to realizing the anticipated changes. Establish and maintain a governance framework to enable visibility into the execution of our strategy and provide oversight and leadership to course-correct where necessary. Leverage deep industry connections to stay at the forefront of workplace trends, employee experience, and support innovations. Develop and lead a team specializing in Digital Employee Experience (DEX), automation, Program/Project Mgmt, and technology support. Lead technology modernization projects across distributed sites, including workplace & manufacturing locations  Modernize support services, including virtual service desks, physical tech lounges, Site IT teams, and distributed Program/Project Management services. Modernize Program/Project Mgmt capabilities aligned with Agile methodologies and product-led organizations. Prepare and present comprehensive reports on team performance using stretch objectives, key results, and key performance indicators. Establish and maintain strong partnerships with key stakeholders across IT, information security, product engineering, human resources, and facilities management. Global responsibilities include User Experience, Service Delivery, Service Provisioning, Service Desk Operations, Tech Lounge Operations, Executive Support Operations, Site IT Mgmt for 330+ locations, IT Program/Project Mgmt Services, and Business Relationship Mgmt.