Senior Director of IT, ITSM & End User Experience (Remote)

Johnson Controls-posted 8 months ago
Full-time • Senior
Remote • Milwaukee, WI
Specialty Trade Contractors
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Johnson Controls is seeking a visionary and experienced Senior Director of ITSM & End User Experience to lead a global team responsible for delivering seamless IT services and exceptional end-user experiences across the enterprise. This role spans key functions including IT Service Management (ITSM), End User Computing (EUC), Field IT, Asset Management, and Mobility. As a global manufacturing leader in smart buildings and sustainable technology, Johnson Controls depends on resilient, efficient, and customer-focused IT operations. This senior leader will drive transformation across these domains, ensuring high-performance, cost-effective service delivery to support our employees worldwide — from corporate offices to complex manufacturing and warehouse environments.

  • Lead the global ITSM function using ServiceNow to manage core ITIL processes: incident, change, problem, request, and knowledge management.
  • Standardize and continuously improve service delivery practices across business units, functions, and geographies.
  • Drive service quality and user satisfaction while maintaining compliance and operational efficiency.
  • Partner across IT and the business to ensure ITSM supports digital transformation initiatives.
  • Manage the full lifecycle of all end-user devices globally — from hardware standards and provisioning to patching, software compliance, and vulnerability management.
  • Define global policies for device security, imaging, remote support, and experience monitoring.
  • Support a hybrid workforce with reliable and secure tools to drive productivity at every site — from HQ to frontline facilities.
  • Oversee global deskside and onsite support teams providing technical support to users in offices, warehouses, and manufacturing plants.
  • Ensure high-touch support for mission-critical operations, minimizing downtime and disruption across production and supply chain environments.
  • Standardize Field IT tools, processes, and reporting to ensure consistency and operational excellence.
  • Own Hardware Asset Management (HAM), Software Asset Management (SAM), and the Configuration Management Database (CMDB).
  • Ensure global software license compliance, accurate asset tracking, and full lifecycle visibility of all IT assets.
  • Partner with procurement and finance teams to optimize asset investments and ensure audit readiness.
  • Lead the enterprise mobile strategy — enabling secure, scalable support for smartphones, tablets, and mobile workforce tools.
  • Manage operations, policies, and compliance standards across global operations.
  • Align mobile device strategies with frontline and field team needs, especially in industrial and remote work environments.
  • 15+ years of experience in enterprise IT operations, preferably in manufacturing or industrial sectors.
  • Proven success managing large global teams and complex operational ecosystems.
  • Demonstrated ability to modernize legacy processes, lead large-scale change, and enhance employee satisfaction through IT.
  • Strong working knowledge of ITIL, ServiceNow, infrastructure support, and cyber risk in the EUC space.
  • A self-starter who thrives in fast-paced environments and can navigate across technical and business domains with ease.
  • Bachelor's in Information Technology, Computer Science, Engineering, or related field (required).
  • MBA or advanced degree (preferred).
  • ITIL, PMP, or relevant certifications a plus.
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