Digital Workplace – End-user Services – Leader - abu dhabi - Consultz

    Consultz
    Consultz abu dhabi

    21 hours ago

    Description

    Abu Dhabi, United Arab Emirates | Posted on 07/29/2025

    Consultz 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 Accountabilities

    Managerial Responsibilities

    • Lead 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 Responsibilities

    Service Delivery & Experience

    • Ensure 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 Excellence

    • Own 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 Improvement

    • Establish 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 Engagement

    • Act 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 Responsibilities

    • Lead and manage the Digital Workplace team, including service desk staff, team leads, and technical support engineers.
    Requirements

    Qualification and Experience

    Education and Certification

    • Bachelor'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 Skill

    Experience

    • Minimum 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.
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