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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Director, Digital Workplace & Service Delivery - **Company:** BLUE YONDER, INC - **Location:** Coppell, TX, United States - **Experience:** Expert - **Salary:** $186,298.0 - $241,702.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Software as a Service, Collaborative Software, Knowledge Management, Virtual Desktops, Citrix Systems, User Environment Management, Microsoft InTune, Information Technology, Deployment Automation, Data Analytics, AIOps, Servicenow, Unified Endpoint Management, Vmware - **Published:** October 4, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88527661/1 ## About the Role * Bachelor's degree in Information Technology, Computer Science, Business, or a related discipline, or equivalent professional experience. * 12+ years of progressive experience in IT, Infrastructure, Digital Workplace, Service Delivery, or related technology leadership roles. * 5+ years of experience leading technology organizations at a leadership level. * Demonstrated experience leading globally distributed teams and technology operations. * Strong experience across End User Computing, Digital Workplace, IT Service Management, or enterprise technology service delivery. * Demonstrated experience managing large-scale technology environments and complex operational organizations. * Strong understanding of ITIL/ITSM principles and operational management practices. * Proven experience managing technology budgets, vendors, contracts, and strategic initiatives. * Demonstrated ability to lead through major incidents, organizational change, and complex cross-functional initiatives. * Strong executive communication, stakeholder management, and organizational leadership skills., * Experience leading Digital Employee Experience (DEX) initiatives and technologies. * Experience with Microsoft Intune, Autopilot, Microsoft 365, Entra ID, and modern endpoint management. * Experience with VDI/EUC technologies such as Citrix or VMware. * Experience with ServiceNow and enterprise ITSM platforms. * Experience implementing automation, AI, self-service, observability, or AIOps capabilities. * Experience developing technology operating models and transforming traditional IT support organizations. * Experience in a large global enterprise or SaaS environment. * Experience with IT Asset Management and technology lifecycle management. * Experience leading technology modernization and organizational transformation initiatives. * ITIL certification or equivalent experience. ## Description As a senior leader within Infrastructure & Technology Operations, this role will partner closely with technology and business leaders to modernize service delivery, expand automation and self-service capabilities, and drive measurable improvements in operational performance. The successful candidate will lead globally distributed teams and serve as a key operational partner to the VP of Infrastructure & Technology Operations. What you will do: Technology Service Delivery & Operations * Provide senior leadership and operational oversight for enterprise technology services supporting a global workforce. * Establish and drive an operational framework focused on reliability, service quality, accountability, and continuous improvement. * Own operational performance metrics and service-level objectives across assigned technology services. * Lead the development and execution of strategies to improve availability, reliability, incident resolution, service fulfillment, and overall technology performance. * Establish a strong operating cadence for reviewing service health, operational risks, performance trends, and improvement opportunities. * Provide leadership during major incidents and significant service disruptions, ensuring effective communication, coordination, root-cause analysis, and corrective action. * Partner with infrastructure, cloud, network, security, applications, and business teams to resolve cross-functional operational issues. Digital Workplace & End User Computing * Provide strategic leadership for the enterprise Digital Workplace and End User Computing environment. * Oversee endpoint engineering, device lifecycle management, endpoint configuration, management, security, and automation. * Drive modernization of endpoint management and provisioning through platforms such as Microsoft Intune, Autopilot, and related technologies. * Provide leadership for VDI and virtual desktop services where applicable. * Develop a comprehensive strategy for the employee technology experience across devices, collaboration tools, connectivity, authentication, and workplace services. * Establish measurable Digital Employee Experience (DEX) capabilities to identify and proactively resolve technology issues impacting productivity. * Continuously evaluate emerging technologies and industry practices to improve the employee experience while optimizing cost and operational efficiency. IT Service Management * Drive continued maturity of IT Service Management practices across Incident, Problem, Change, Request, Knowledge, and Service Level Management. * Establish strong governance and accountability around ITSM processes and service performance. * Partner with ServiceNow and other platform owners to maximize automation, self-service, workflow optimization, and operational intelligence. * Reduce operational friction through improved processes, knowledge management, self-service, and AI-enabled support capabilities. * Establish and maintain meaningful KPIs and dashboards that provide leadership with visibility into service performance and trends. Operational Excellence, Automation & Transformation * Lead initiatives that improve operational efficiency, reduce manual effort, and increase automation across technology services. * Identify opportunities to leverage automation, AI, observability, and analytics to proactively identify and resolve technology issues. * Establish a culture of continuous improvement and operational accountability across technology teams. * Drive standardization and simplification of technology services, processes, and support models. * Partner with architecture and engineering teams to ensure new technology solutions are designed with operational supportability, resiliency, and employee experience in mind. * Translate technology trends and emerging capabilities into practical improvements to the organization's operating model. IT Asset Management & Technology Lifecycle * Provide appropriate leadership oversight for enterprise IT Asset Management capabilities, ensuring effective lifecycle management, governance, compliance, and financial accountability. * Partner with Finance, Procurement, Security, and other stakeholders to optimize technology assets and associated costs. * Drive improvements in asset visibility, lifecycle management, utilization, and retirement processes. * Ensure technology lifecycle practices align with enterprise standards, security requirements, and financial objectives. Leadership & Organizational Management * Lead and develop globally distributed technology teams, fostering a culture of accountability, collaboration, innovation, and continuous improvement. * Build strong relationships with technology and business leaders and serve as a trusted partner on operational and employee technology matters. * Establish clear organizational priorities, objectives, performance expectations, and development plans. * Develop and retain high-performing leaders and technical talent. * Create an environment where teams proactively identify risks and opportunities rather than operating primarily in a reactive support model. * Serve as a senior escalation point for significant operational and employee technology issues. * Act as a key operational partner and delegate for the VP of Infrastructure & Technology Operations. Financial & Vendor Management * Develop and manage operating and capital budgets for assigned technology services. * Identify opportunities to optimize technology spend while maintaining or improving service quality. * Establish strong vendor governance and accountability for strategic technology partners. * Lead contract, licensing, and service reviews in partnership with Procurement and other stakeholders. * Ensure investments deliver measurable business and operational value. What we are looking for: The Senior Director will be expected to operate as a strategic technology leader and operational executive, balancing long-term transformation with day-to-day service excellence. The successful candidate will: * Think beyond individual technology towers and focus on the end-to-end employee and business experience. * Operate effectively in a global, complex enterprise environment. * Establish accountability through clear metrics, governance, and operating rhythms. * Anticipate operational risks and proactively address issues before they impact the business. * Build strong partnerships across Infrastructure, Applications, Security, Architecture, Finance, Procurement, and business organizations. * Communicate complex technical issues clearly to executive and non-technical audiences. * Make data-driven decisions while balancing business requirements, risk, cost, and employee experience. * Drive organizational change and modernization while maintaining operational stability. * Develop leaders and build sustainable organizational capabilities rather than relying on individual heroics.