Principal Lead, Digital Workplace Intelligent Operations

Equinix•Toronto, ON

5d•$177,000 - $265,000

About The Position

This role is responsible for modernizing Digital Workplace operations into a more automated, collaborative, and adaptive function. The focus is on reducing manual operational work through automation and intelligent tooling, while improving how the operations team delivers workplace services. This role drives the transformation from reactive, ticket-centric workflows into a proactive, intelligence-led operating model.

Requirements

Experience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalent
Familiarity with enterprise IT service management platforms such as ServiceNow
Solid understanding of digital workplace operations and endpoint lifecycle management
Experience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similar
Ability to analyze device telemetry, performance data, and operational metrics to identify automation opportunities
Ability to analyze operational data and incident trends to identify reliability risks and drive improvements
Experience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiatives

Nice To Haves

Familiarity with AI-assisted operational tooling, virtual agents, or automation copilots within service management or workplace platforms
Ability to build automation using PowerShell, Python, or Bash for rapid prototyping or data extraction
Familiarity with enterprise automation frameworks or orchestration tools
Familiarity with Agile or Agile Swarming methodologies

Responsibilities

Drive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating model
Identify and eliminate manual operational work through automation, workflow redesign, and improved tooling
Define success metrics for automated workflows and drive adoption to reduce manual intervention and improve service stability
Simplify operational processes to improve service reliability and efficiency
Establish practices that support faster issue detection, resolution, and prevention
Design and implement automation across workplace workflows including service requests, access provisioning, device remediation, and common user issues
Introduce and apply automated remediation and intelligent tooling to detect, route, and resolve common user and device issues, reducing operational toil and improving service stability without manual intervention
Enable self-service capabilities that empower employees to resolve common issues independently
Partner with engineering teams to embed automation into workplace platforms and services
Champion modern operations practices across the Digital Workplace organization
Drive the shift from a reactive support model to a proactive, automation-led model guided by experience KPIs
Analyze existing operational workflows to surface inefficiencies, delays, and improvement opportunities
Implement standardized, repeatable processes that enable automation and scalability
Define and track operational metrics that measure service performance, automation adoption, and efficiency
Build collaborative partnerships with cross-functional engineering teams to resolve complex, high-impact issues quickly
Promote faster feedback loops and iterative improvement to continuously enhance service quality and experience