Director

• Develop overall strategic vision for the Global Digital Workplace Services team including ITSM, service desk, and end user computing inclusive of the 0365-product strategy.
• Provide Senior Manager leadership to the organization by providing a robust, configurable, easy to use Service Desk process to meet OneDigital ITSM requirements.
• Serve as a point of escalation for customers and team members for troubleshooting of technical issues.
• Ensure IT service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
• Establish and manage vendor and external supplier relationships, to ensure appropriate delivery of services.
• Deliver measurable results through collaboration in a matrix environment and by leading employee’s and/or vendor partner resources.
• Partner with IT leaders to drive continuous improvements in IT Service Delivery, operational quality, and performance.
• Ensure best practices and process frameworks are in line with ITIL, to drive continual process improvement.
• Participate in Change Management on the Change Approval Board (CAB) to assure that all change requests are properly vetted and approved.
• Lead in the resolution of all audit issues pertaining to Digital Workplace Services.
• Manage and report on key service level Metrics to measure the overall effectiveness of IT operations while tracking delivery of quality customer service.
• Ensure IT Asset Management controls and processes are adhered to.

Director of Digital Workplace Services

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