Workforce Manager managing service workforce planning and operations at leading travel platform ab in den urlaub. Ensuring effective staffing and communication with internal and external teams.
About the role
- Head of Digital Experience overseeing the technology experience for a global workforce at S&P Global Mobility. Ensuring seamless collaboration and support across diverse locations and teams.
Responsibilities
- The Head of Digital Experience owns the end-to-end employee technology experience across a geographically distributed, global workforce.
- Ensure end-user devices, support services, collaboration platforms, and workplace technologies deliver a consistent, reliable, and intuitive experience, regardless of location, time zone, or work model.
- Responsible for scaling digital workplace capabilities globally while balancing standardization and regional needs, improving productivity, satisfaction, and operational efficiency across the enterprise.
- Define and own the global digital workplace and end-user experience strategy.
- Establish global standards, service models, and experience principles.
- Ensure consistent employee experience across regions while enabling local flexibility.
- Use data and feedback to continuously improve global employee technology experience.
- Partner with HR, Security, Facilities, and business leaders on onboarding/offboarding.
- Own global end-user computing strategy (laptops, mobile devices, peripherals, VDI).
- Define global device standards, lifecycle, procurement, and refresh programs.
- Lead conference room and workplace technology across offices worldwide.
- Ensure reliable hybrid meeting experiences across regions and facilities.
- Lead a global, follow-the-sun end-user support model (Tier 1–3).
- Establish global SLAs, XLAs, and service performance metrics.
- Standardize support processes while accounting for regional requirements.
- Drive self-service, automation, and shift-left strategies at scale.
- Own global collaboration and productivity platforms (Microsoft 365, Teams, Zoom, Slack).
- Define governance, lifecycle management, and usage standards globally.
- Drive adoption, training, and best practices across diverse regions and cultures.
- Partner with Security and Compliance on data residency and regulatory requirements.
- Lead and develop globally distributed teams and regional leaders.
- Manage global vendor relationships and strategic partnerships.
- Own global budgets and cost optimization for end-user technology.
- Drive operational excellence and service consistency worldwide.
- Ensure accessibility, inclusivity, and usability for a diverse global workforce.
Requirements
- 10+ years of experience in digital workplace, end-user computing, or IT service delivery
- 4+ years leading global teams across multiple regions and time zones
- Proven experience running global helpdesk and end-user support operations
- Deep expertise in collaboration platforms (M365, Teams, Zoom, Slack) at enterprise scale
- Experience with endpoint management at scale (Intune, Jamf, Workspace ONE)
- Experience supporting thousands of employees across multiple countries
- Strong understanding of global IT service delivery models
- Experience balancing standardization with regional autonomy
- Calm, decisive leader in high-volume operational environments
- Strong executive communication and stakeholder management skills
- Understanding of global security, privacy, and data residency considerations
- Experience in large, multinational enterprises
- Familiarity with global ITSM platforms and processes (ServiceNow, Jira Service Management)
- Global mindset with strong cultural awareness.
Benefits
- Health care coverage designed for the mind and body.
- Generous time off helps keep you energized for your time on.
- Access a wealth of resources to grow your career and learn valuable new skills.
- Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
- S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
- From retail discounts to referral incentive awards—small perks can make a big difference.
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