Program Manager – Global Digital Workplace Services

Position Summar

yWe are seeking an experienced Program Manager – Global Digital Workplace Services to lead and govern end-to-end workplace technology operations across a global enterprise footprint spanning 40+ countries and 80+ office locations. The ideal candidate will have extensive experience managing large-scale Digital Workplace programs, ensuring consistent service delivery, operational excellence, governance, vendor management, and continuous improvement across geographically distributed environments

.This role will be responsible for the strategic and operational management of workplace services, including IT Service Management (ITSM), Device Lifecycle Management, Tech Bar Services, Asset Management, Change Management, and IT Asset Disposition (ITAD), while driving standardization, automation, and user experience improvements globally

.Key Responsibilitie

sGlobal Digital Workplace Leadershi

• pLead the global Digital Workplace Services program across 40+ countries and 80+ office sites
• .Develop and execute workplace technology strategies aligned with business objectives
• .Establish governance frameworks, operational standards, KPIs, and service-level agreements (SLAs)
• .Drive workplace transformation initiatives and continuous service improvements
• .Ensure consistent service delivery and user experience across all regions

.IT Service Management (ITSM

• )Oversee Incident, Problem, Change, Request, Knowledge, and Service Level Management processes
• .Ensure ITIL best practices are implemented and adhered to globally
• .Monitor service performance metrics and drive continual improvement initiatives
• .Manage major incidents and coordinate cross-functional resolution efforts

.Device Lifecycle Managemen

• tOwn end-to-end device lifecycle processes including procurement, deployment, refresh, repair, replacement, and retirement
• .Develop global standards for laptops, desktops, mobile devices, and peripherals
• .Ensure compliance with security, regulatory, and corporate policies
• .Optimize device inventory and refresh programs

.Tech Bar / Walk-up Support Service

• sEstablish and manage global Tech Bar operations and onsite support models
• .Define service standards and customer experience metrics
• .Improve end-user satisfaction through proactive support and self-service initiatives
• .Ensure consistent service delivery across all locations

.Asset Managemen

• tLead hardware and software asset management programs
• .Maintain asset accuracy throughout the asset lifecycle
• .Ensure compliance with licensing requirements and audit readiness
• .Drive asset optimization and cost-reduction initiatives

.Change Managemen

• tGovern enterprise-wide change management processes
• .Chair and participate in Change Advisory Board (CAB) meetings
• .Assess risks and impacts of planned changes
• .Ensure successful execution of global workplace technology changes with minimal business disruption

.IT Asset Disposition (ITAD

• )Manage secure and compliant disposal of IT assets globally
• .Ensure adherence to environmental, regulatory, and data privacy requirements
• .Oversee certified data destruction processes and vendor compliance
• .Track asset recovery and sustainability metrics

.Vendor & Partner Managemen

• tManage multiple global service providers and strategic partners
• .Conduct service reviews, governance meetings, and performance assessments
• .Drive vendor accountability against contractual obligations and SLAs
• .Lead RFPs, contract negotiations, and service transitions when required

.Financial & Operational Managemen

• tManage operational budgets, forecasting, and cost optimization initiatives
• .Track program performance through dashboards and executive reporting
• .Identify risks and develop mitigation strategies
• .Ensure delivery within budget and operational targets

.Stakeholder Managemen

• tPartner with Global IT Leadership, Infrastructure, Security, HR, Facilities, Procurement, and Business Leaders
• .Provide executive-level reporting and governance updates
• .Influence decision-making across global and regional teams
• .Act as the primary escalation point for workplace service-related issues

.Required Qualification

• sBachelor's degree in Information Technology, Computer Science, Engineering, or related field
• .12+ years of IT experience with at least 5+ years in Digital Workplace or End User Computing leadership roles
• .Proven experience managing Digital Workplace Services across 40+ countries and 80+ office locations
• .Strong expertise in
• :ITSM (ITIL-based operations
• )Device Lifecycle Managemen
• tTech Bar / End User Support Service
• sIT Asset Management (ITAM
• )Change Managemen
• tIT Asset Disposition (ITAD
• )Experience managing global service delivery models and large-scale outsourced environments
• .Strong understanding of workplace technologies including
• :Windows, macOS, Mobile Device Managemen
• tMicrosoft 36
• 5Endpoint Management platforms (Intune, SCCM, Workspace ONE, Jamf
• )ServiceNow or equivalent ITSM platform
• sDemonstrated success in global program and vendor management

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