Program Manager Global Digital Workplace Services

Role Overview: As a Program Manager for Global Digital Workplace Services, your main responsibility will be to lead and govern end-to-end workplace technology operations across a global enterprise footprint spanning 40+ countries and 80+ office locations. You will be tasked with managing large-scale Digital Workplace programs, ensuring consistent service delivery, operational excellence, governance, vendor management, and continuous improvement across geographically distributed environments. Key Responsibilities: - Lead 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. - 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. - Own 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. - Establish 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. - Lead hardware and software asset management programs. - Maintain asset accuracy throughout the asset lifecycle. - Ensure compliance with licensing requirements and audit readiness. - Govern enterprise-wide change management processes. - Chair and participate in Change Advisory Board (CAB) meetings. - Manage secure and compliant disposal of IT assets globally. - Ensure adherence to environmental, regulatory, and data privacy requirements. - Manage multiple global service providers and strategic partners. - Conduct service reviews, governance meetings, and performance assessments. - Drive vendor accountability against contractual obligations and SLAs. - Manage operational budgets, forecasting, and cost optimization initiatives. - Track program performance through dashboards and executive reporting. - Partner 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. Qualifications Required: - Bachelor'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, Device Lifecycle Management, Tech Bar / End User Support Services, IT Asset Management, Change Management, IT Asset Disposition. - Experience managing global service delivery models and large-scale outsourced environments. - Strong understanding of workplace technologies including Windows, macOS, Mobile Device Management, Microsoft 365, Endpoint Management platforms, ServiceNow or equivalent ITSM platforms. - Demonstrated success in global program and vendor management. Role Overview: As a Program Manager for Global Digital Workplace Services, your main responsibility will be to lead and govern end-to-end workplace technology operations across a global enterprise footprint spanning 40+ countries and 80+ office locations. You will be tasked with managing large-scale Digital Workplace programs, ensuring consistent service delivery, operational excellence, governance, vendor management, and continuous improvement across geographically distributed environments. Key Responsibilities: - Lead 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. - 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. - Own end-to-end device li