Digital Workplace – End-user Services – Leader

<p>Abu Dhabi, United Arab Emirates | Posted on 07/29/2025</p><p>Consultz is supporting our client, a leading SWF in the region, in their search fora visionary and hands-on<b>Digital Workplace – End-user Services – Leader</b>.</p><p>The incumbent is responsible for leading the enterprise helpdesk function and delivering an outstanding end-user technology experience. This role oversees the design, delivery, and continuous improvement of IT support services, ensuring responsive, consistent, and high-quality support through modern channels including automation, AI, and self-service. The role will transition the service desk from a traditional SLA-driven model to one focused on experience-level outcomes (XLAs), user empowerment, and proactive service delivery.</p><p><b>Key Accountabilities</b></p><p><b>Managerial Responsibilities</b></p><ul><li>Lead and manage the Digital Workplace team, including service desk staff, team leads, and technical support engineers.</li><li>Develop team goals and KPIs aligned with IT strategy and organizational objectives.</li><li>Provide coaching, performance management, and professional development for direct reports.</li><li>Ensure staffing, scheduling, and resource management aligns with business support requirements.</li><li>Represent the Digital Workplace function in IT governance, steering committees, and stakeholder forums.</li></ul><p><b>Core Responsibilities</b></p><p><b>Service Delivery&Experience</b></p><ul><li>Ensure reliable, timely, and high-quality support for end users across all digital platforms and services.</li><li>Define and implement Experience-Level Agreements (XLAs) and other outcome-driven KPIs (FCR, TTR, CSAT, AI Assist Rate).</li><li>Develop and execute a roadmap to modernize the helpdesk through automation, self-service, and proactive monitoring.</li></ul><p><b>ITSM and Operational Excellence</b></p><ul><li>Own and evolve core ITIL processes including Incident, Request, Problem, and Knowledge Management.</li><li>Lead Root Cause Analysis (RCA) reviews and implements corrective and preventive actions.</li><li>Manage and enhance ITSM platforms (e.g., ServiceNow, Freshservice), workflows, and dashboards.</li></ul><p><b>Governance and Continuous Improvement</b></p><ul><li>Establish operational cadences including weekly reviews, strategic trackers, and monthly service performance meetings.</li><li>Track service performance, user feedback, and metrics that matter to drive continual service improvement.</li><li>Collaborate with other IT functions and business stakeholders to align IT support with organizational needs.</li></ul><p><b>Stakeholder Engagement</b></p><ul><li>Act as a key liaison between IT and business teams to ensure alignment, transparency, and responsiveness.</li><li>Drive adoption and satisfaction of digital tools through training, change management, and communications.</li><li>Proactively surface risks, dependencies, and trends across projects and business units.</li></ul><p><b>People Management Responsibilities</b></p><ul><li>Lead and manage the Digital Workplace team, including service desk staff, team leads, and technical support engineers.</li></ul><h3>Requirements</h3><p><b>Qualification and Experience</b></p><p><b>Education and Certification</b></p><ul><li>Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (required).</li><li>ITIL Foundation certification (required); ITIL Intermediate or Managing Professional (preferred).</li><li>Relevant certifications in Microsoft, ServiceNow, or other enterprise IT platforms (preferred).</li><li>Project Management or Agile certifications (PMP, PRINCE2, Scrum) are advantageous.<br></li></ul><p><b>Knowledge and Skill</b></p><p><b>Experience</b></p><ul><li>Minimum of 10 years of experience in IT service delivery, end-user support, or helpdesk leadership roles.</li><li>Demonstrated ability to lead modernization initiatives, including implementation of AI/automation and XLA frameworks.</li><li>Experience in vendor/partner management and delivery of enterprise support services.</li><li>Background in managing cross-functional teams and delivering results in a matrix environment.</li></ul>#J-18808-Ljbffr