Manager, Workplace Technology Services

Responsibilities:

IT Service Management & Governance ​

Lead the global Service Desk function, ensuring high-quality support, data driven service performance, and team effectiveness across regions ​

Continuous Improvement & Business Partnership ​

Use data, reporting, and stakeholder feedback to drive service improvements, optimize processes, and enhance the employee technology experience. Define engagement models for escalations and a ct as the operational bridge between IT and senior stakeholders.

People Leadership ​

Lead, coach, and develop the Service Desk team, fostering a high-performance, customer-focused culture while driving accountability, capability development, employee engagement, and achievement of service delivery objectives. ​

End user computing and security ​

Own and continuously improve workplace technology services, employee access governance, security controls and end user computing process to support employee productivity and business operations. ​

Governance, Risk & Compliance ​

Ensure service operations, technology controls, and asset management practices align with security, compliance, audit, and governance requirements. ​

Asset Lifecycle Governance ​

Maintain accurate asset inventory within toolset. Ensure onboa

Qualifications:

5+ years’ experience in IT Service Delivery or Service Desk Management

Proven experience managing distributed or global support teams

Experience leading IT Service Management (ITSM) functions.

Experience leading operational governance and continuous improvement initiatives across multiple stakeholder groups.

Experience managing employee onboarding, offboarding, or access management processes.

Experience working cross-functionally with HR, Security, and business stakeholders.

Experience driving process improvement and operational transformation initiatives.

Strong experience with ITIL-based service management practices

Hands-on experience with:

Freshservice or similar ITSM tools

Workspace ONE (or equivalent endpoint management platform)

CrowdStrike (or equivalent endpoint protection platform)

Microsoft 365 and Azure Active Directory / Entra ID

Experience in SLA management, reporting, and service performance analytics

Exposure to ISO 27001, ISMS, or similar compliance frameworks

Strong stakeholder management and communication skills

Capabilities:

Strong leadership and team management capability across global teams

Excellent written and verbal communication, including executive-level reporting

Strong operational discipline and attention to detail

Data-driven decision making and analytical mindset

Ability to work independently and drive outcomes with minimal supervision

Strong ownership and accountability for service outcomes

Proactive escalation and risk management mindset

Ability to balance customer experience with security and governance requirements

Strong collaboration with technical, security, and business stakeholders

Continuous improvement mindset with focus on efficiency and maturity uplift