VP IT Operations - Workplace Experience

GM Financial•Arlington, TX

3d•Hybrid

About The Position

The VP IT Operations - Workplace Experience defines and executes the enterprise strategy for a seamless, productive, secure and engaging employee technology experience. The role leads end-user computing, Service Desk, Field Services, Digital Employee Experience (DEX), virtual desktop services, employee self-service, knowledge enablement and workplace technology adoption. The Vice President establishes the vision, operating model, roadmap, governance and performance measures connecting technology services to employee productivity and business outcomes. The role partners with Technology, Cybersecurity, Human Resources, Communications, Facilities, Procurement and business leadership to reduce employee friction, improve reliability and adoption, and move workplace services toward proactive, insight-driven and automated experiences. It leads a geographically distributed organization serving office, branch, contact center, remote and hybrid employees. The role owns workplace experience strategy and governance, DEX and continuous improvement, employee technology services, self-service and knowledge capabilities, operational excellence and risk management, and organizational leadership. It uses employee feedback and service telemetry to prioritize improvements, drives modernization and automation, manages financial and vendor outcomes, and communicates performance, priorities, risks and investment needs to executives. The position requires some travel and is based in a flexible hybrid environment with three days per week in the office.

Requirements

Enterprise leadership capability, with demonstrated success translating workforce needs into technology strategy, operating models and measurable outcomes.
Deep understanding of workplace technology, end-user computing, employee support, DEX, virtual desktop services, endpoint management and employee self-service.
Strong knowledge of IT service management, product management, experience management, automation and continuous improvement practices.
Ability to use quantitative telemetry and qualitative employee feedback to set priorities, make investment decisions and demonstrate value.
Working knowledge of cybersecurity, identity, privacy, risk, regulatory compliance and how controls affect employee technology experience.
Executive presence and ability to communicate complex topics clearly to senior leaders, business partners and technical teams.
Proven ability to lead through influence across organizational boundaries and balance employee experience, security, reliability, cost and speed.
Strategic financial, contract and vendor management skills, including outcome-based performance management.
Ability to build, develop and lead geographically distributed, multidisciplinary organizations through change.
Strong analytical, decision-making, negotiation, written communication and presentation skills.
Demonstrated experience leading enterprise transformation, service improvement or technology modernization initiatives with measurable outcomes.
Experience leading distributed teams, strategic partners, financial plans and executive stakeholder relationships.
High school diploma or equivalent.
Bachelor's degree in Information Technology, Business, Engineering or a related field, or equivalent relevant experience.
Some travel is required; ability to travel between company locations and support geographically distributed operations as business needs require.

Nice To Haves

10 or more years of progressive technology or digital workplace leadership experience.
8 or more years leading large, complex workplace technology, end-user services, infrastructure, service management or employee experience organizations.
Experience in a regulated industry or financial services environment.
Master's degree or relevant executive, technology or service management certifications.

Responsibilities

Create and execute a multi-year Workplace Experience strategy and roadmap aligned with enterprise priorities, workforce needs and measurable business outcomes.
Establish employee experience standards, service principles, decision rights and governance across workplace technology services.
Advocate for employee technology experience and build alignment across Technology, Cybersecurity, Human Resources, Communications, Facilities, Procurement and business stakeholders.
Lead workplace modernization initiatives for office, branch, contact center, remote and hybrid work environments.
Own the DEX strategy, operating model, scorecards and improvement backlog using device, application, service and employee feedback insights.
Implement employee listening using telemetry, surveys, focus groups and business engagement to identify and prioritize friction points.
Drive proactive issue detection, root-cause elimination, automation and self-healing to prevent incidents and improve workforce productivity.
Create a closed-loop process that communicates outcomes to employees and shows how feedback informs decisions and investment.
Provide executive leadership for end-user computing, Service Desk, Field Services, virtual desktop services and related employee support capabilities.
Ensure secure, consistent and high-performing device, operating system, application and peripheral experiences across supported employee populations.
Oversee endpoint lifecycle, engineering standards, patching, software delivery, device health, asset accountability and service quality.
Establish clear ownership and cross-team operating rhythms for major employee-impacting technology issues.
Drive adoption of a unified employee technology front door, intelligent self-service and employee-facing knowledge experiences.
Establish accountability for accurate, relevant and user-friendly knowledge content across technology and application owners.
Partner with communications, training and product teams to improve adoption of collaboration, productivity, automation and AI-enabled capabilities.
Measure value realization through self-service utilization, resolution effectiveness, adoption, employee satisfaction and ticket avoidance.
Define and report executive-level outcomes for employee experience, service performance, device health, operational risk, financial efficiency and roadmap progress.
Ensure compliance with enterprise policies, standards, licensing obligations, regulatory requirements and applicable security controls.
Partner with Cybersecurity to balance protection, performance and employee experience, including visibility into patching and vulnerability remediation.
Lead financial planning, vendor strategy, sourcing decisions and outcome-based management of strategic partners.
Build, develop and retain a high-performing, inclusive leadership and technical organization focused on employee outcomes and service excellence.
Define organizational capabilities, workforce plans, succession strategies and protected capacity for continuous improvement.
Create a culture of accountability, transparency, innovation, collaboration and data-driven decision-making.
Provide clear executive communication on priorities, risks, performance, investment needs and results.