Digital Workplace Platforms & Services Manager

Director, Digital Workplace Platforms & ServicesAbout Us: The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it's growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it's not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.
Planet is a technology company that's transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world's most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.
To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software that runs business. By combining software and payment technology, Planet is creating a world of connected commerce that makes payments feel good.
We're growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisition.
Role Overview: This role leads the global End-User Technology and Platform Services, known as Digital Workspace Services (DWS). You will be responsible for:
Delivering a seamless IT experience by integrating Digital Workplace functions with Planet IT, ensuring efficient end-user services for over 3,000 global employees.Driving a world-class employee experience through IT Service Desk operations, collaboration tools, and end-user computing services.Leading continual improvement of DWS technologies, processes, and operations, aligned with Planet's growth and security requirements.Building and maintaining strong relationships with business stakeholders, ensuring regular communication on service needs, improvements, risks, and changes.Collaborating with project teams to introduce new DWS capabilities that add value for the business and enhance the employee experience.Ensuring simple, secure, and effective workplace technology solutions for end users while fostering a customer-first culture.What you will do: Customer Experience and Stakeholder Engagement: Deliver a customer-first, service-driven mindset, understanding the experience and needs of internal customers, ensuring service delivery aligns with excellence in customer experience and stakeholder requirements.Collaborate with key stakeholders to understand business needs, identify opportunities, and prioritize initiatives that enhance employee experience, productivity, and satisfaction.Foster a customer-oriented culture and promote security-by-design capabilities and a mindset driven by continual service improvement techniques.Champion best practices for virtual collaboration, including video conferencing, instant messaging, document collaboration, and project management.Define and promote user-centric design principles to enhance the overall digital workplace experience for employees.Operations, Technology, and Service Delivery: Ensure the global provision of workplace technology and Service Desk services, including projects and enhancements that reinforce outstanding service delivery.Ensure Digital Workplace operations deliver effective solutions for end-users.Oversee the global effectiveness and efficiency of all digital workplace solutions, including collaboration technologies, device deployment and management, end-user storage, desktop virtualization, printing, and telephony.Manage teams to support and deliver a resilient end-user computing service that meets business needs.Ensure security is central to service delivery and infrastructure management.Ensure the scalability, security, and reliability of the digital workplace infrastructure to support the organization's evolving needs.Strategic Roadmap and Governance: Develop and drive the strategic roadmap for digital workplace and collaboration initiatives, ensuring alignment with organizational goals and objectives.Establish governance frameworks, policies, and standards to ensure compliance with regulatory requirements, data security protocols, and industry best practices.Monitor and enforce adherence to governance policies, proactively addressing compliance issues or security vulnerabilities.Define key performance indicators (KPIs) and metrics to measure the effectiveness and impact of digital workplace initiatives.Financial and Vendor Management: Develop and control the annual Opex and Capex budgets for Digital Workplace and Collaboration, ensuring the achievement of annual targets.Financial and budgetary accountability for the function, ensuring responsible allocation of resources.Manage relationships with technology vendors, service providers, and consultants, overseeing contracts to ensure successful delivery of digital workplace solutions and services.Continuous Improvement and Adoption: Analyse data and feedback to identify opportunities for optimization and continuous improvement in digital workplace capabilities.Lead the development of training programs, resources, and support mechanisms to promote adoption and proficiency among employees.Evaluate, select, and deploy tools and platforms that enable seamless communication, knowledge sharing, and teamwork across the organization.Who you are: BA/BS degree in a related field or equivalent experience.Over 5 years of experience leading global End User Compute/Digital Workplace Services in large corporate environments.Proven ability to deliver customer-centric IT services and manage 24x7 service delivery.Strong stakeholder and supplier management skills, including working with large/global service integrators and outsourcers.Demonstrated expertise in IT and digital transformation, with experience in service roadmaps and best practices (ITILv4/3, Agile, ISO/IEC 27001).Skilled in financial management, budget control, and crisis leadership with a focus on security and service resilience.Excellent interpersonal, communication, and cross-functional collaboration skills, recognized as a leader in IT, valued by senior stakeholders across various geographies.Why Planet: Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast-paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now!

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