Role & responsibilities

Digital Workplace Service Leadership

- Own end-to-end Digital Workplace Services delivery for a global enterprise environment supporting approximately 80,000 users across 29 countries.
- Lead strategy, governance, delivery excellence and continuous improvement across all workplace service towers.
- Ensure consistent service delivery aligned to business objectives, contractual commitments and customer expectations.
- Act as the executive escalation point for workplace services and critical incidents.

Global Service Desk & End User Support

- Lead global Remote Service Desk operations.
- Drive improvements in First Contact Resolution (FCR), Mean Time to Resolution (MTTR), Service Level Achievement and Customer Satisfaction (CSAT).
- Establish service standards and operational discipline across regional delivery teams.
- Drive multilingual, customer-centric support models for a geographically distributed workforce.

Deskside & Field Support Services

- Manage global deskside support operations.
- Standardise delivery processes and workplace support experiences across regions.
- Ensure effective onsite support governance, workforce planning and operational efficiency.

Endpoint & Workplace Engineering

- Provide leadership across:
- Endpoint Management
- Device Lifecycle Management
- Endpoint Security & Compliance
- Software Distribution
- Patch Management
- Modern Workplace Technologies
- Digital Employee Experience platforms

- Drive adoption of predictive and proactive endpoint support capabilities.

Asset & Lifecycle Management

- Own global workplace asset governance.
- Manage procurement alignment, inventory accuracy, refresh programmes and asset lifecycle compliance.
- Ensure financial optimisation through effective utilisation and lifecycle strategies.

Automation & AI Transformation

- Define and execute Digital Workplace automation strategy.
- Drive adoption of:




- Self-Heal capabilities
- Self-Service platforms
- Virtual Assistants
- GenAI-enabled support solutions
- Agentic AI workflow orchestration
- Knowledge Automation

- Identify opportunities to reduce manual effort and improve user experience through intelligent automation.

Customer Experience & Service Excellence

- Establish Voice of Customer programmes to continuously improve employee experience.
- Develop customer success metrics and executive dashboards.
- Drive measurable improvements in:
- CSAT
- Employee Experience Scores
- Productivity Metrics
- Operational Efficiency
- Service Quality

Workforce Leadership

- Lead, mentor and develop a globally distributed organisation of approximately 400 service delivery professionals.
- Build a high-performance culture focused on accountability, innovation and customer success.
- Drive workforce optimisation, skills transformation and succession planning.

Financial & Commercial Accountability

- Manage global delivery budgets and resource planning.
- Identify opportunities for cost optimisation without impacting service quality.
- Drive productivity improvements through automation and operational efficiencies.

Stakeholder Management

- Build trusted relationships with customer CIOs, IT Leadership, Business Leaders and executive stakeholders.
- Lead operational governance, service reviews and transformation steering committees.
- Present service performance, risk mitigation and transformation roadmaps to senior leadership

Preferred candidate profile





equired Experience

- 18+ years of IT Services experience with significant leadership experience in Digital Workplace Services.
- Proven experience managing large-scale Digital Workplace operations supporting 50,000+ users.
- Experience leading global service delivery organisations with 300+ resources.
- Strong background in:
- Service Desk Operations
- Deskside Support
- Endpoint Management
- Asset Management
- Workplace Engineering
- IT Service Management

- Demonstrated success in improving customer satisfaction and operational performance.
- Experience delivering workplace transformation initiatives involving AI and automation technologies.
- Strong domestic customer management experience with multi-country delivery exposure.

Preferred Technical Expertise

- Microsoft Intune
- Microsoft Endpoint Manager
- Microsoft 365
- Windows & Up-to-date Workplace Technologies
- ServiceNow ITSM
- Digital Experience Monitoring (Nexthink, Systrack or similar)
- Power Platform
- GenAI and Agentic AI Platforms
- IT Asset Management Tools
- Knowledge Management Platforms
- Workflow Automation Solutions

Leadership Competencies

- Executive Presence
- Customer Obsession
- Strategic Thinking
- Operational Excellence
- Financial Acumen
- Large Scale Workforce Leadership
- Transformation Leadership
- Change Management
- Innovation Mindset
- Data-Driven Decision Making

Success Metrics / KPIs

- CSAT Improvement > 10% Year-on-Year
- First Contact Resolution (FCR)
- Mean Time to Resolve (MTTR)
- Service Level Achievement
- Automation Adoption Rate
- Self-Service Utilisation
- Reduction in Human-Touch Tickets
- Endpoint Compliance Achievement
- Workforce Productivity Improvement
- Cost per Ticket Reduction
- Employee Engagement Scores
- Delivery Margin Achievement
- Transformation Benefits Realisation

📌 Digitial Workplace Service Domain Lead (Noida)
🏢 Kyndryl
📍 Noida