About the Client
We are one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.
About the Role
As Digital Workplace Operations Director, you will be accountable for the global delivery, performance and evolution of a large international organization's employee workplace technology operations. Your scope spans Workplace Service Management, remote second-level support, onsite Field Services across global locations, workplace hardware lifecycle services, and meeting room and multimedia technology support. You will lead a geographically distributed organization and govern the outcomes delivered by internal teams and external service partners.
This is a senior enterprise leadership role with end-to-end accountability for service reliability, employee experience, operational risk, service economics and transformation. You will set a consistent global operating model, connect workplace products and engineering with day-to-day delivery, and ensure employees experience one integrated service regardless of location, channel or provider.
You will drive the shift from reactive support to proactive, data-led operations through automation, self-service, knowledge management and AI-enabled support. Success requires a leader who has already managed comparable global operations, developed strong leadership teams and taken executive decisions during business-critical incidents and complex change.
The Digital Workplace team makes it easy for employees to use their digital workplace to connect seamlessly with people, ideas and expertise across the organization and beyond. The focus is on translating internal client needs into workplace products and services that improve productivity, enable flexibility and support secure ways of working.
Digital Workplace provides the products, services and support that enable a global workforce to work from anywhere, anytime, in a stable and secure environment. This includes collaboration, productivity, endpoints, workplace foundations, governance and emerging workplace capabilities such as AI.
Workplace Operations is the global delivery and service-management capability behind that experience. It brings together remote and onsite user support, global Field Services, multimedia technology services and operational governance, in close partnership with the engineering and product organizations accountable for the technology platforms.
Responsibilities
You will have global leadership accountability for Workplace Operations, its people, service outcomes, delivery partners and continual improvement.
Digital Employee Experience, Operational Intelligence and Product Improvement
· You will establish a customer-centric, data-driven approach to Digital Workplace Operations, ensuring that operational insights and employee experience continuously inform product and engineering priorities.
· You will bring together service performance data, incident and problem trends, digital employee experience telemetry and direct employee feedback to identify systemic issues, recurring friction and opportunities for improvement.
· Working closely with Product and Engineering leaders, you will establish a structured feedback loop that translates these insights into actionable engineering priorities, addressing underlying product, platform and integration weaknesses rather than relying on operational workarounds or repeated support interventions.
· You will ensure that improvements are measured against tangible outcomes, including reduced incident recurrence, lower support demand, improved employee productivity and experience, and sustainable reductions in operational cost.
Global Workplace Operations and Service Ownership
· Set and execute the global Workplace Operations strategy, service portfolio and operating model across service management, remote support, regional onsite support and multimedia services, with clear responsibilities and consistent standards.
· Own end-to-end service delivery outcomes and the interfaces across the enterprise Service Desk (first level), remote second-level support, onsite teams, engineering specialists and managed-service providers.
· Translate business priorities into measurable service objectives, service catalogues, location coverage and capacity plans, balancing global consistency with justified local requirements.
Regional Field Services and Employee Technology Lifecycle
· Lead onsite technology support across the Americas, EMEA and Asia Pacific, including executive and business-critical support, ensuring effective regional leadership, service continuity and a consistent employee experience.
· Oversee operational delivery of end-user hardware throughout provisioning, onboarding, deployment, replacement, recovery, reuse and secure retirement, including inventory availability and demand planning in partnership with Engineering, Procurement and suppliers.
· Ensure technology readiness and support for meeting rooms, multimedia services, office openings, moves and closures, and major employee events, in coordination with relevant workplace and infrastructure teams.
Service Management, Quality and Operational Resilience
· Lead Workplace service-management governance and operational performance across incident, major incident, request, problem, change, knowledge, service-level and service-transition practices, aligned with enterprise processes.
· Ensure effective escalation, restoration and communication during major disruptions; drive rigorous root-cause analysis, permanent remediation and a reduction in recurring incidents and avoidable service demand.
· Establish meaningful service levels and experience measures (SLAs, XLAs and operational KPIs), and maintain a transparent view of quality, reliability, employee impact, risk, demand and improvement priorities.
Security, Controls and Governance
· Ensure workplace services operate within applicable security, privacy, regulatory and internal-control requirements, with clear operational ownership for risk, vulnerabilities, privileged support access and third-party obligations.
· Oversee audit readiness, control evidence, management actions, service-continuity arrangements and supplier resilience, ensuring risks are raised early, remediation is effective and accountability is clear.
Managed Services, Commercial and Financial Leadership
· Own Workplace Operations financial planning and performance, including operational budgets, forecasts, service cost drivers, workforce and supplier spend, investment cases and sustainable cost optimization.
· Lead strategic partner governance, sourcing and service transitions; manage vendors against contracted outcomes, quality, experience, innovation and value rather than resource counts alone.
· Maintain effective oversight of workplace technology assets, service contracts and relevant licence consumption, partnering with Finance, Procurement and product owners on lifecycle cost and value.
Transformation and Employee Experience
· Build an evidence-led improvement roadmap that uses employee feedback, digital experience telemetry, workflow automation, self-service and AI-assisted operations to reduce friction, prevent incidents and improve productivity.
· Own operational assurance and readiness for workplace transformations, large-scale technology deployments and provider changes, ensuring credible delivery capacity, support acceptance, communication, hypercare and business continuity.
· Strengthen the experience of critical employee journeys, including joining, moving, changing devices, seeking support and leaving, with measurable gains in quality, speed, cost and satisfaction.
Organizational and Executive Leadership
· Lead and develop a multi-region organization of 150+ employees through its service-management, regional Field
Services and multimedia leaders; shape structure, talent, succession, workforce planning, performance and a culture of accountability.
· Serve as a member of the Digital Workplace leadership team and partner with Product, Engineering, Security, Infrastructure, HR, Facilities, Finance and business leaders to resolve cross-functional issues and translate strategy into reliable operations.
Act as the senior escalation and decision point for critical service matters, communicating clearly with executives and making balanced decisions across employee experience, cost, risk, speed and resilience.
Requirements
To be successful in this role, you are already an established senior leader of large-scale, global IT operations or Digital Workplace / End User Services. You bring direct accountability for a comparable operation, not only individual service-management processes, engineering platforms or transformation programmes. You have led leaders across regions and time zones, managed significant internal and outsourced service capacity, and improved service quality while controlling cost and operational risk. You are credible with engineers and service providers, but you measure success through employee productivity, reliable services and business outcomes. You combine executive presence, sound judgement and calm incident leadership with the ability to build a strong organization. You know when to challenge, when to empower and how to turn operational evidence into clear priorities and decisions.
You have:
· 15+ years in enterprise IT operations or Digital Workplace, including several years as a Director or Head of a significant global service organization.
· Prior end-to-end accountability for global remote support, onsite Field Services, service governance and strategic outsourced service providers.
· Proven experience establishing data-driven operational improvement capabilities, using service analytics, digital employee experience telemetry and customer feedback to influence product roadmaps and engineering priorities.
· Demonstrated ability to work across Operations, Product and Engineering to eliminate recurring issues at their root cause, reduce support demand and improve the end-to-end employee experience.
· A proven record of leading managers across regions, building effective teams and developing talent, succession and delivery accountability.
· Deep practical knowledge of IT service management (ITIL / ITSM), major incidents, problem and change management, service transition, ServiceNow or comparable platforms, and measurable service and experience outcomes.
· Strong commercial and financial leadership, including substantial operating budgets, outcome-based managed-service contracts, supplier negotiation, service cost optimization and sourcing decisions.
· Demonstrated delivery of operational modernization with measurable improvements through automation, self-service, AI-enabled support, digital employee experience insights and continuous improvement.
· A strong understanding of workplace endpoint and collaboration technology, device and asset lifecycles, field support and multimedia services, sufficient to challenge technical and commercial decisions.
· Experience managing security, regulatory controls, audits, operational resilience and risk in a complex enterprise; experience in a large, international or otherwise regulated environment is advantageous.
· Credibility with senior executives and the ability to coordinate decisions across Technology, Security, Finance, Procurement and business stakeholders while protecting service continuity during change.
Nice to Have Skills
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