Digital Workplace – End-user Services – Leader

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