Director responsible for global critical situation management and customer success at Proofpoint. Handling urgent customer escalations and driving operational excellence in cybersecurity support.
About the role
- Director of Digital Workplace Services at OneDigital responsible for leading IT service delivery and managing a team. Focus on process improvements and vendor relationships in a hybrid environment.
Responsibilities
- Develop overall strategic vision for the Global Digital Workplace Services team including ITSM, service desk, and end user computing inclusive of the 0365-product strategy.
- Provide Senior Manager leadership to the organization by providing a robust, configurable, easy to use Service Desk process to meet OneDigital ITSM requirements.
- Serve as a point of escalation for customers and team members for troubleshooting of technical issues.
- Ensure IT service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
- Establish and manage vendor and external supplier relationships, to ensure appropriate delivery of services.
- Deliver measurable results through collaboration in a matrix environment and by leading employee’s and/or vendor partner resources.
- Partner with IT leaders to drive continuous improvements in IT Service Delivery, operational quality, and performance.
- Ensure best practices and process frameworks are in line with ITIL, to drive continual process improvement.
- Participate in Change Management on the Change Approval Board (CAB) to assure that all change requests are properly vetted and approved.
- Lead in the resolution of all audit issues pertaining to Digital Workplace Services.
- Manage and report on key service level Metrics to measure the overall effectiveness of IT operations while tracking delivery of quality customer service.
- Ensure IT Asset Management controls and processes are adhered to.
Requirements
- Bachelor’s degree in related field (Business, Computer Science, Information Systems)
- 10-15+ years overall information technology experience
- at least 5+ years managing an IT Service Desk (insourced or outsourced) in a mid to large size organization – Required
- at least 2+ years working with ServiceNow, or similar ITSM tool, in a mid to large size organization – Required
- at least 5+ years demonstrated success supporting, and maintaining remote end user services Required
- Deep understanding of desktop systems, tools including Office 365 product suite
- End-to-end understanding of capabilities in the Digital Workplace area
- Strong knowledge of the digital workplace product landscape and underlying IT solutions (Cloud office O365, file sharing and collaboration solutions, telephony, conferencing, and mobility)
- ITIL certification, a plus
Benefits
- health, wellbeing, retirement, and other financial benefits
- paid time off
- overtime pay for non-exempt employees
- robust learning and development programs
- reimbursement of job-related expenses per the company policy
- employee perks and discounts
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Director of Software Solutions creating sales strategies and enhancing software offerings at Border States. Leading teams, managing key relationships, and driving digital transformation efforts.
Director of Engines leading operation of LNG and alternative fuel engines at Royal Caribbean Group. Overseeing maintenance, technical support, and financial planning for fleet operations.
Site Engagement Associate Director developing and overseeing oncology partnerships for clinical trials. Engaging with key sites to ensure high - quality and timely results in clinical research.
Director, Global Strategic Insights for Oncology at GSK. Leading insights generation and commercial forecasts for early pipeline strategies in a collaborative environment.
Device Lead managing the Device platform and ensuring device delivery for GSK Manufacturing sites across global locations. Leading cross - functional collaboration for technical success in drug delivery devices.
Director overseeing capital project management and construction at Mitsubishi Power. Driving alignment with operational and sustainability objectives across major construction initiatives.
Associate Director overseeing advancement and alumni services at Emory University. Managing donor engagement, project management, and team collaboration in a hybrid environment.
Senior Project Director responsible for overseeing multiple complex projects in water and wastewater sector, ensuring delivery excellence and client satisfaction. Leading project teams and managing client accounts effectively.
Senior Project Director overseeing multiple projects in Water and Wastewater at BKF Consulting. Ensuring client satisfaction and managing a high - performing regional team.