DUTIES & RESPONSIBILITIES

Strategic Leadership & Team Management

• Lead, mentor, and manage a diverse team of network, technical, and operational support professionals, fostering a culture of excellence, collaboration, and continuous improvement.

• Restructure and mature the cross-functional support model to break down technical silos between ITAM, Network & Technical Support, Workplace Technologies, Application Management Support, and Operations and Performance Management.
• Define clear career pathways, training plans, and upskilling initiatives to transition L1 generalists into L2/L3 specialized engineers in the future and be able to provide workplace technologies and solutions.
   

Service Desk, Centralization & Support Operations

• Oversee the day-to-day operations of operations and support services, including incident management, problem resolution, and service requests.
• Design and implement a centralized enterprise service desk (L1/L2) handling multi-departmental requests across IT Support, ITAM, Workplace Technologies, Tools of Work, Network, End-Point Management, and Business Application Management.
• Ensure timely response and resolution of all enterprise-related issues to minimize downtime and impact on business operations.
• Drive a strict "Shift-Left" strategy and establish Knowledge Management protocols to resolve technical issues closer to the first point of contact.
   

IT Asset Management (ITAM) & Governance

• Provide strategic oversight to the ITAM team to maximize return on investment across Hardware (HAM) and Software (SAM) Lifecycles.
• Partner with the SAM lead to guarantee constant Audit Readiness for major enterprise vendors and prevent financial compliance penalties.
• Implement structured "License Harvesting" workflows to reduce software waste across the organization.
• Understand the roles and technical requirements of the users and provide the appropriate tools of work for everyone in the organization..
   

Workplace Tools and Technologies Innovation

• Lead the strategy, evaluation, and consolidation of enterprise productivity tools and technologies to minimize redundancies, eliminate "Shadow IT," optimize license costs, and ensure a unified digital employee experience.
• Oversee the design, deployment, and operational reliability of conference room technology, Audio-Visual Systems (AVR), hybrid collaboration hardware, and smart workspace scheduling systems across company facilities.
• Champion the adoption and internal development of next-generation AI-driven workplace applications ( tools like MemoApp, AI Help Assistants) to streamline internal communications, administrative tasks, and cross-departmental operations.
• Continuously assess emerging digital workplace technology trends, establishing governance for user adoption, enterprise tool integration, and continuous upgrades across physical and virtual work environments.

Technical Excellence & Network Operations

• Develop and implement strategic plans and initiatives to enhance operations and support services, aligning with organizational goals and industry best practices (ITIL, ITSM).
• Drive continuous improvement efforts to optimize infrastructure performance, scalability, and network reliability.
• Oversee Endpoint Management (EPM) strategies to ensure corporate devices are securely managed, patched, and deployed efficiently (via the IT Bar or automated deployment).
• Define the demarcation lines and technical hand-off criteria for complex backend platforms like Google Workspace Administration and Security.
   

Stakeholder Collaboration & Management

• Collaborate closely with internal stakeholders, including IT teams, business units, and senior management, to understand network, tools of work,  and operational support needs and priorities.
• Communicate effectively with stakeholders to provide updates, gather requirements, and solicit feedback on support services.
• Transition support metrics from traditional Service Level Agreements (SLAs) to Experience Level Agreements (XLAs), focusing heavily on total user downtime and satisfaction (CSAT/NPS).
   

Operations, Vendor, & Financial Management

• Manage relationships with infrastructure, hardware, and software service providers and vendors, ensuring contractual obligations are met and services are delivered as per agreements.
• Evaluate vendor performance, negotiate enterprise contracts, and make recommendations for vendor selection or changes as needed.
• Develop and manage the budget for enterprise operations and support services, ensuring resources are allocated effectively to meet operational and strategic objectives.
• Monitor expenditures, identify cost-saving opportunities, and manage financial resources within approved budgets.

Enterprise Technology Governance & Compliance

• ETS Governance Framework: Establish, enforce, and maintain an enterprise-wide IT Governance Framework (aligned with ITIL, COBIT) to govern all Enterprise Technology Services (ETS) across the organization.
• Policy & Standards Enforcer: Co-create, define, and implement corporate policies, standard operating procedures (SOPs), and architectural controls governing how application services, workplace tools, and hardware assets are selected, deployed, and managed.
• Technology Steering & Decision Rights: Lead the ETS management team to prioritize technology investments, review major architectural/platform changes, and ensure all ETS initiatives align with broader business strategies.
• IT Risk, Governance & Audit Readiness (GRC): Partner with Information Security, Legal, and Audit teams to identify, assess, and mitigate operational technology risks. Guarantee continuous compliance with regulations and vendor licensing rules (e.g., SAP, Workday audits).
• Service Level & Performance Governance: Oversee the metrics, key performance indicators (KPIs), and Experience Level Agreements (XLAs) across all internal ETS delivery teams and external technology service providers, ensuring consistent service delivery and accountability.