Senior Manager, Global IT Operations

Core ResponsibilitiesLead and develop a globally distributed IT Operations organization supporting employees across the Americas, EMEA, and APAC, with accountability for Service Desk, Tier 1–3 Support, Executive/VIP Support, End User Computing, Endpoint Management, and related workplace operations.Own global service accountability while establishing clear regional operating

responsibilities, decision rights, escalation paths, service standards, and performance expectations.Design and implement a metrics-based operating model focused on service quality, operational efficiency, customer satisfaction, employee experience, resilience, and continuous improvement.Own and continuously improve key performance indicators such as SLA attainment, MTTR, First Contact Resolution, backlog health, escalation rates, CSAT, employee experience, endpoint compliance, service reliability, automation adoption, and ticket deflection.Develop executive dashboards, reporting, and operational scorecards that provide clear visibility into performance, trends, risks, investment needs, and opportunities for improvement.Define and execute a multi-year roadmap for AI-enabled and agentic IT Operations using capabilities such as Microsoft Copilot, Glean, automation platforms, analytics, virtual agents, and workflow orchestration.Identify and prioritize high-volume, repeatable processes suitable for autonomous or semi-autonomous execution, including onboarding, offboarding, access requests, software fulfillment, device remediation, incident triage, knowledge retrieval, and incident resolution.Lead incident management, problem management, root-cause analysis, knowledge management, service continuity, and service improvement initiatives to enhance operational maturity and support effectiveness.Use operational analytics and AI-driven insights to proactively identify trends, recurring issues, capacity risks, experience gaps, and opportunities for preventative action.Oversee the lifecycle management of endpoint technologies, workplace systems, collaboration platforms, and identity services, ensuring secure, scalable, compliant, and efficient operations.Partner closely with Security, Infrastructure, Engineering, Enterprise Applications, Identity, and business stakeholders to improve service delivery, strengthen operational controls, support compliance

requirements, and drive workplace technology modernization.Lead, mentor, and develop a high-performing global team while fostering a culture of accountability, customer focus, innovation, experimentation, collaboration, and continuous improvement.