Director Digital Workplace Services and ITSM

Carrier • Palm Beach Gardens, FL

21d

About The Position

The Director Digital Workplace Services and ITSM leads global digital workplace services, including the Service Desk, onsite support, endpoint operations, and enterprise user experience initiatives. This role ensures a high-quality end-user experience, reliable IT operations across manufacturing and office environments, and adoption of AI-enabled service capabilities. The leader will drive service transformation, manage global MSP partners, and oversee programs that improve operational reliability, experience quality, and cost efficiency.

Requirements

• Bachelor’s degree.
• 10+ years in IT operations, service delivery, or end-user services leadership.
• 5+ years of experience managing multiple teams and Managed Services Providers (MSP).
• 5+ years of experience in IT Operations or digital workplace technologies.
• 2+ years of experience implementing AI/automation in service delivery environments.

Nice To Haves

• Bachelor’s degree in Information Technology or Business.
• DEX/experience management platforms (e.g., NexThink), AIOps, workflow automation.
• Vendor negotiation, contract management, and financial planning.
• Executive communication and stakeholder management.
• Strong change leadership and ability to drive global transformation.

Responsibilities

• Direct global Service Desk, onsite support, and field services across 160+ countries.
• Oversee MSP/vendor performance, SLAs/XLAs, operational KPIs, and financial governance.
• Advance AI-enabled service delivery, automation, self-service, and digital deflection.
• Lead digital experience initiatives leveraging DEX platforms, sentiment analytics, and workflow automation.
• Provide oversight for endpoint management, PC lifecycle planning, and hardware/software provisioning.
• Manage major vendor relationships, RFPs, and contract negotiations driving cost optimization.
• Partner with Cyber, Finance, Procurement, and Manufacturing to align strategy and ensure operational readiness.
• Lead global teams while communicating priorities and progress to executive stakeholders.

Benefits

• Health Care benefits: Medical, Dental, Vision; wellness incentives
• Retirement benefits
• Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees