Engineering Director - Enterprise Technology Experience

LinkedIn•Mountain View, CA

1d•Hybrid

About The Position

The Enterprise Technology Experience (ETE) organization delivers the technology experience for every LinkedIn employee, from the moment they open their laptop to the moment a global all-hands goes live. The team owns Employee Technology Foundations, Media (Live/Video/Events), Enterprise Application Support and Reliability, and an Agentic Service Platform that is transforming how employees get help and how the enterprise detects and resolves issues before employees ever notice them. We are seeking a seasoned operations and experience leader to own strategy, execution, and outcomes for LinkedIn's global employee technology experience. This leader will be responsible for the end-to-end experience portfolio: global employee support operations and managed service provider (MSP) ecosystems, on-site and virtual office experience models, employee-facing incident response, and the AI-driven service transformation that is shifting the organization from reactive ticketing to proactive, agent-assisted, monitor-detected resolution. This is not a traditional IT support leadership role. The right candidate leads with experience-first thinking, where the employee's felt experience is the primary product, and treats operational metrics, automation, and reliability engineering as the means to that end.

Requirements

B.A./B.S. Degree or higher in Computer Science, Information Systems, or related technical discipline, or equivalent practical experience.
12+ years of experience in enterprise technology, IT operations, or employee experience engineering, with 8+ years of people management experience.
Experience leading global support operations, managed service provider ecosystems, or enterprise service delivery at scale.

Nice To Haves

Demonstrated outcomes transforming reactive IT support organizations into proactive, experience-first, automation-driven service organizations.
Hands-on leadership deploying AI/agentic capabilities in enterprise service contexts — virtual agents, autonomous triage, self-healing endpoints, and intelligent deflection.
Deep experience with experience-level agreements (XLAs), employee sentiment measurement, and telemetry-driven proactive detection (DEX platforms, endpoint analytics).
Track record of managing multi-vendor/MSP environments and large operating budgets tied to business outcomes, including global RFPs, consolidations, and renewals.
Experience operating blended and distributed workforce models, including significant workforce transitions, while sustaining service quality and team culture.
Familiarity with ITSM/ITIL practices and modern service management platforms, and with evolving them rather than being constrained by them.
Experience supporting live media, events, and executive broadcast environments is a plus.
Exceptional stakeholder management with executive communication and data-driven decision-making.
Ability to clearly communicate with all levels of the organization and across functions, and translate strategy to execution.
Strong analytical and communication skills with the ability to influence and work effectively across organizational boundaries.
Ability to maintain good judgment in fast-paced, high-stress environments, including major incident conditions.
Ability to innovate and scale ideas/processes to large teams.
Deep CRM System expertise (ServiceNow, Oracle Service Cloud / Fusion, Salesforce, etc.) - ability to understand, dive into, and suggest workflow changes that sit on the back-office side of the employee support experience.

Responsibilities

Define and drive a multi-year vision for the global employee technology experience, balancing experience quality, reliability, velocity, and cost efficiency across on-site, hybrid, and fully virtual office models.
Own global employee support operations end-to-end: service desk, tech bars/walk-up experiences, deskside services, executive support, and new-hire technology onboarding across all regions.
Lead a multi-vendor MSP ecosystem, vendor strategy, contract negotiation, consolidation, and performance management, aligning investments and SLAs/XLAs to measurable experience outcomes rather than ticket throughput alone.
Drive AI and agentic transformation of the service experience: champion self-healing, autonomous triage, and virtual agent support so an increasing share of employee issues are detected by monitoring and resolved by automation before an employee has to report them.
Establish and own experience-first measurement: shift the organization from employee-notified to monitor-detected incident discovery, and mature XLA/CSAT, time-to-restore, and deflection metrics that tie directly to how work feels for employees.
Partner with Site Reliability and Service Management functions on employee-facing incident response — clear communications, predictable escalation, and blameless post-incident learning for high-severity events affecting the workforce.
Scale the virtual office operating model: deliver a consistent, high-quality technology experience for global offices without on-site IT presence, including remote support tooling, smart lockers/vending, and localized logistics.
Oversee enterprise application support and reliability for the business-critical SaaS and internal application portfolio, ensuring clear ownership, escalation paths, and reliability standards.
Support world-class media, live event, and broadcast experiences in partnership with events and communications stakeholders — from executive all-hands to global broadcast moments.
Establish annual goals/OKRs and measurable outcomes tied to experience health, operational efficiency, and TCO (e.g., monitor-detected rate, XLA attainment, deflection/automation rate, cost per employee supported).
Scale org effectiveness across globally distributed teams and blended workforce models (FTE, contingent, MSP); ensure strong on-call, runbooks, knowledge management, and incident leadership practices.
Hire, coach, and grow a diverse leadership bench (Sr. Managers, Managers, Staff+ ICs); foster a culture of clarity, accountability, craftsmanship, and bias for action.
Responsible for defining/deciding employee-level hardware standards (laptops, monitors, peripherals, etc.) and forecasting global purchasing for this hardware.
Compliance & audit responsibilities - SOX controls, MSFT audits, etc.