Senior Director, Digital Workplace & Service Delivery

Blue Yonder•Dallas, TX

1d•$186,298 - $241,702•Onsite

About The Position

The Senior Director, Digital Workplace & Service Delivery will provide strategic and operational leadership for enterprise technology services that enable a reliable, secure, and seamless employee experience. This role will lead key areas including End User Computing, Digital Workplace, IT Service Delivery, and operational excellence, with accountability for service quality, performance, continuous improvement, and employee experience. As a senior leader within Infrastructure & Technology Operations, this role will partner closely with technology and business leaders to modernize service delivery, expand automation and self-service capabilities, and drive measurable improvements in operational performance. The successful candidate will lead globally distributed teams and serve as a key operational partner to the VP of Infrastructure & Technology Operations.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business, or a related discipline, or equivalent professional experience.
12+ years of progressive experience in IT, Infrastructure, Digital Workplace, Service Delivery, or related technology leadership roles.
5+ years of experience leading technology organizations at a leadership level.
Demonstrated experience leading globally distributed teams and technology operations.
Strong experience across End User Computing, Digital Workplace, IT Service Management, or enterprise technology service delivery.
Demonstrated experience managing large-scale technology environments and complex operational organizations.
Strong understanding of ITIL/ITSM principles and operational management practices.
Proven experience managing technology budgets, vendors, contracts, and strategic initiatives.
Demonstrated ability to lead through major incidents, organizational change, and complex cross-functional initiatives.
Strong executive communication, stakeholder management, and organizational leadership skills.

Nice To Haves

Experience leading Digital Employee Experience (DEX) initiatives and technologies.
Experience with Microsoft Intune, Autopilot, Microsoft 365, Entra ID, and modern endpoint management.
Experience with VDI/EUC technologies such as Citrix or VMware.
Experience with ServiceNow and enterprise ITSM platforms.
Experience implementing automation, AI, self-service, observability, or AIOps capabilities.
Experience developing technology operating models and transforming traditional IT support organizations.
Experience in a large global enterprise or SaaS environment.
Experience with IT Asset Management and technology lifecycle management.
Experience leading technology modernization and organizational transformation initiatives.
ITIL certification or equivalent experience.

Responsibilities

Provide senior leadership and operational oversight for enterprise technology services supporting a global workforce.
Establish and drive an operational framework focused on reliability, service quality, accountability, and continuous improvement.
Own operational performance metrics and service-level objectives across assigned technology services.
Lead the development and execution of strategies to improve availability, reliability, incident resolution, service fulfillment, and overall technology performance.
Establish a strong operating cadence for reviewing service health, operational risks, performance trends, and improvement opportunities.
Provide leadership during major incidents and significant service disruptions, ensuring effective communication, coordination, root-cause analysis, and corrective action.
Partner with infrastructure, cloud, network, security, applications, and business teams to resolve cross-functional operational issues.
Provide strategic leadership for the enterprise Digital Workplace and End User Computing environment.
Oversee endpoint engineering, device lifecycle management, endpoint configuration, management, security, and automation.
Drive modernization of endpoint management and provisioning through platforms such as Microsoft Intune, Autopilot, and related technologies.
Provide leadership for VDI and virtual desktop services where applicable.
Develop a comprehensive strategy for the employee technology experience across devices, collaboration tools, connectivity, authentication, and workplace services.
Establish measurable Digital Employee Experience (DEX) capabilities to identify and proactively resolve technology issues impacting productivity.
Continuously evaluate emerging technologies and industry practices to improve the employee experience while optimizing cost and operational efficiency.
Drive continued maturity of IT Service Management practices across Incident, Problem, Change, Request, Knowledge, and Service Level Management.
Establish strong governance and accountability around ITSM processes and service performance.
Partner with ServiceNow and other platform owners to maximize automation, self-service, workflow optimization, and operational intelligence.
Reduce operational friction through improved processes, knowledge management, self-service, and AI-enabled support capabilities.
Establish and maintain meaningful KPIs and dashboards that provide leadership with visibility into service performance and trends.
Lead initiatives that improve operational efficiency, reduce manual effort, and increase automation across technology services.
Identify opportunities to leverage automation, AI, observability, and analytics to proactively identify and resolve technology issues.
Establish a culture of continuous improvement and operational accountability across technology teams.
Drive standardization and simplification of technology services, processes, and support models.
Partner with architecture and engineering teams to ensure new technology solutions are designed with operational supportability, resiliency, and employee experience in mind.
Translate technology trends and emerging capabilities into practical improvements to the organization's operating model.
Provide appropriate leadership oversight for enterprise IT Asset Management capabilities, ensuring effective lifecycle management, governance, compliance, and financial accountability.
Partner with Finance, Procurement, Security, and other stakeholders to optimize technology assets and associated costs.
Drive improvements in asset visibility, lifecycle management, utilization, and retirement processes.
Ensure technology lifecycle practices align with enterprise standards, security requirements, and financial objectives.
Lead and develop globally distributed technology teams, fostering a culture of accountability, collaboration, innovation, and continuous improvement.
Build strong relationships with technology and business leaders and serve as a trusted partner on operational and employee technology matters.
Establish clear organizational priorities, objectives, performance expectations, and development plans.
Develop and retain high-performing leaders and technical talent.
Create an environment where teams proactively identify risks and opportunities rather than operating primarily in a reactive support model.
Serve as a senior escalation point for significant operational and employee technology issues.
Act as a key operational partner and delegate for the VP of Infrastructure & Technology Operations.
Develop and manage operating and capital budgets for assigned technology services.
Identify opportunities to optimize technology spend while maintaining or improving service quality.
Establish strong vendor governance and accountability for strategic technology partners.
Lead contract, licensing, and service reviews in partnership with Procurement and other stakeholders.
Ensure investments deliver measurable business and operational value.