Senior Director User Services

Lumentum•San Jose, CA

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Key Responsibilities Strategic Leadership & Vision Define and execute the global End User Services strategy to support business growth, workforce productivity, and operational resilience. Partner closely with CIO, CISO, HR, Facilities, and business leaders to advance digital workplace modernization and employee experience initiatives. Lead the transition toward automation, self-service, and AI-driven support models. Develop multi-year roadmaps for device lifecycle management, collaboration tools, endpoint modernization, and service delivery optimization. Operational Excellence Oversee enterprise service desk operations, ensuring consistent and measurable service levels, rapid issue resolution, and customer satisfaction. Manage endpoint engineering teams responsible for device imaging, patching, configuration management, mobility, and endpoint security hardening. Implement and mature ITIL-aligned processes (incident, problem, change, asset, and knowledge management). Establish performance metrics, dashboards, and KPIs to optimize service quality and resource utilization. Technology & Innovation Drive adoption of emerging technologies including AI support agents, automated remediation, virtual desktops, and zero-touch provisioning. Lead the strategy and governance for collaboration and communication platforms (e.g. Microsoft 365, Teams,). Partner with Enterprise Architecture and Infrastructure teams to ensure scalable, secure, and resilient end-user solutions. Cybersecurity & Risk Management Ensure endpoint environments comply with corporate security, regulatory, and privacy requirements. Collaborate with the security organization on vulnerability remediation, endpoint protection, identity management, and secure access initiatives. Conduct regular risk assessments and implement controls to safeguard enterprise assets. Financial & Vendor Management Develop and manage operating budgets, capital plans, and vendor partnerships for devices, software, and managed services. Evaluate and negotiate contracts and service-level agreements with suppliers and partners. Optimize licensing, asset lifecycle, and procurement processes to control costs while improving service quality. Leadership & People Management Lead, mentor, and grow high-performing global teams across service desk, endpoint engineering, and end-user support. Foster a culture of accountability, customer-centricity, continuous improvement, and innovation. Build strong partnerships across IT, business units, and external partners.

Requirements

15+ years of progressive IT leadership experience, with significant responsibility over end-user computing, service delivery, or digital workplace functions.
Proven track record modernizing enterprise-scale end-user environments.
Deep experience with Microsoft 365, endpoint management platforms, collaboration tools, and ITSM ecosystems (ServiceNow preferred).
Strong understanding of cybersecurity principles, identity management, and compliance frameworks.
Exceptional leadership, communication, and organizational skills.
Ability to influence senior executives and drive cross-functional initiatives.
Bachelor’s degree in Information Technology, Computer Science, Business, or related field

Nice To Haves

Master’s degree preferred.

Responsibilities

Define and execute the global End User Services strategy to support business growth, workforce productivity, and operational resilience.
Partner closely with CIO, CISO, HR, Facilities, and business leaders to advance digital workplace modernization and employee experience initiatives.
Lead the transition toward automation, self-service, and AI-driven support models.
Develop multi-year roadmaps for device lifecycle management, collaboration tools, endpoint modernization, and service delivery optimization.
Oversee enterprise service desk operations, ensuring consistent and measurable service levels, rapid issue resolution, and customer satisfaction.
Manage endpoint engineering teams responsible for device imaging, patching, configuration management, mobility, and endpoint security hardening.
Implement and mature ITIL-aligned processes (incident, problem, change, asset, and knowledge management).
Establish performance metrics, dashboards, and KPIs to optimize service quality and resource utilization.
Drive adoption of emerging technologies including AI support agents, automated remediation, virtual desktops, and zero-touch provisioning.
Lead the strategy and governance for collaboration and communication platforms (e.g. Microsoft 365, Teams,).
Partner with Enterprise Architecture and Infrastructure teams to ensure scalable, secure, and resilient end-user solutions.
Ensure endpoint environments comply with corporate security, regulatory, and privacy requirements.
Collaborate with the security organization on vulnerability remediation, endpoint protection, identity management, and secure access initiatives.
Conduct regular risk assessments and implement controls to safeguard enterprise assets.
Develop and manage operating budgets, capital plans, and vendor partnerships for devices, software, and managed services.
Evaluate and negotiate contracts and service-level agreements with suppliers and partners.
Optimize licensing, asset lifecycle, and procurement processes to control costs while improving service quality.
Lead, mentor, and grow high-performing global teams across service desk, endpoint engineering, and end-user support.
Foster a culture of accountability, customer-centricity, continuous improvement, and innovation.
Build strong partnerships across IT, business units, and external partners.