Head of Digital Workspace

Job information:

• Functional title – Head of Digital Workspace
• Department – Infrastructure Management
• Corporate level – Executive Director
• Report to – Managing Director, Head of Infrastructure Engineering & Support
• Location - New Jersey, Metropark (Hybrid Onsite, 2 days per week)
• Expected full-time salary range between $250,000 - 260,000 + variable compensation + 401(k) match + benefits.
• Note: Disclosure as required by NJ Pay Transparency Law of the expected salary compensation range for this role.

Job purpose

Reporting into the Head of Infrastructure; The Head of Digital Workspace is a senior executive role responsible for defining, driving, and delivering the organization’s digital workplace strategy. As an Executive Director, the incumbent sets the long-term vision for the digital employee experience, developing and implementing a delivery strategy for End User Computing whilst ensuring a consistent and high-quality level of technical operational support is delivered for Windows and mobile end points, collaboration platforms, email and telephony.

The successful candidate will combine deep technical expertise in workplace platforms with sharp business acumen, exceptional stakeholder management skills, and a relentless focus on adoption, productivity, and employee satisfaction.

Essential Job Functions:

Strategy & Vision:

• Define and own multi-year Digital Workspace strategy, aligning it with corporate technology and people strategies.
• Responsible for modernization and automation in alignment with maintenance and delivery functions for End User Computing platforms
• Responsible for hardware and software patching and End of Life/Support asset tracking and lifecycle management processes. Includes planning, managing and sponsoring BAU and project asset upgrades to maintain a supported position.
• Benchmark against industry best practices and competitor environments to identify opportunities for competitive differentiation.

Platform & Product Ownership:

• Responsible for ensuring the Production service is prioritized with all service incidents, problems and requests responded to and actions. Act as an escalation point for high priority application and infrastructure service support incidents and ensure the function is meeting and exceeding agreed business SLAs, KPIs and performance targets.
• Working closely with Infrastructure Engineering and Architecture teams to develop strategies for End User Computing platforms and services as well as mobile end points, collaboration platforms, email and telephony
• Ensure the risk controls are documented, regularly reviewed and tested. Identified operational risk issues are captured with appropriate risk issue actions tracked to agreed timelines. Define and implement standards and procedures to adhere to current best practice and drive continual service improvement. 
• Vendor relationship owner for several CLS managed service providers and service delivery contracts included. Budgeting and management of software and hardware maintenance contracts. 
• Responsible for managing service resilience including backup and disaster recovery process and procedures. Plan and conduct quarterly DR tests for all datacenter and cloud hosted services ensuring any findings are captured and addressed. 

Leadership & Organizational Development:

• Lead, coach, and develop a team of managers, engineers, product owners, and change specialists.
• Foster a culture of continuous improvement, and outcome-oriented delivery.
• Set clear objectives, manage performance, and build a talent pipeline aligned to the organization’s growth trajectory.
• Represent the Digital Workspace function on senior leadership forums, technology steering committees, and cross-functional task force.

Minimum Education Required:

• Bachelor’s degree educated or equivalent
• Other relevant industry standard IT certification desired e.g.  Citrix / Microsoft / VMware

Minimum job-related Experience Required:

• Must have a minimum of 10+ years of progressive experience in IT, digital workplace, or enterprise technology, with at least 5 years in a senior leadership role.
• Demonstrated success delivering large scale digital workplace transformation programs across a complex, multi-site organization.
• Must have strong technical operational management support experience delivering enterprise level high quality, reliable ubiquitous end user services including Microsoft365 and Teams at scale.
• Strong experience leading and managing global end user support functions across multiple geographical locations essential.
• Solid understanding of monitoring and managing key service KPIs/SLAs and delivering a world class service.
• Operational risk and control management processes.
• Strong vendor management experience for managed service providers and service support contracts.
• Asset management and lifecycle (EOS/EOL) process management.
• Experience of working in a regulated financial services / banking organization.

Special Skills/Knowledge:

• Ability to demonstrate strong management and leadership qualities.
• Possessing a strong service-oriented mindset can consistently deliver a high level of service to the business.
• Strong team working skills, both as a contributor and facilitator.
• Has the ability to influence decisions.
• A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.
• Proactive individuals who can take the lead in engaging with the business stakeholders.
• Demonstrate strong technical, analytical and problem-solving skills.
• Able to manage their time effectively and prioritize their own and their team’s workload to meet changing demands from the business.
• Ability to communicate complex technical issues to different levels of management.