Capitol Hill, Seattle, WA, USA
icrunchdata Network
We firmly believe in “Everything Digital, Digital Everything”. We are transforming, we are reimagining the industry and we are reimagining how communities and nations can help becoming more sustainable places to live for today and future generations. Ideal candidate may be located anywhere within India, United States or Europe and should be able to travel internationally up to 25%. Purpose: Responsible for the vision and roadmap of end-user productivity, support services and a balanced approach towards end-user experience and security. The role is a combination of strategic focus, end-user experience, and well-managed execution. Reporting lines: Technology Director – Workplace, Support and Collaboration. reports directly to the Global Technology Officer and is a member of the Technology Executive Leadership Team of Arcadis. Individual accountabilities: • Articulates and manages the strategic direction and provides an overall vision and strategic direction for end-user productivity, support services and a balanced approach towards end-user experience and security; • Own roadmap as well as execution around end-user hardware refresh including endpoint security, end-user productivity, and collaboration tools, as well as ITSM, Service & Help desk; • Lead global team and manages changes to drive lean thinking, end-user experience, self-service and net promoter scores (NPS). Ensures operational readiness as we introduce new services and capabilities into the ecosystem and environment; • Provides 24-7-365 converge support across all compute global operating environments and platforms by leveraging core principles and practices of ITSM and ITIL V3; • Owns and drive process and systems including Assets Management, CMDB and Asset Lifecycle Management; • Drives the change and process management disciplines, including implementation of services, to drive continuous improvement in operational and infrastructure performance directives; • Works with team to develop work plans to test / evaluate strategies and insights, which could span process improvement, organizational change, and functional strategy efforts; • Builds relationships and collaborates with team members across functional departments and within the business; • Drives performance improvements through automation and standardization to leverage self-service capabilities; • Own and execute roadmap of services associated with collaboration and end user productivity tools esp. Microsoft 365, SharePoint, OneDrive, Azure AD etc.; • Leads team to own well managed operations, including leveraging data and insights, to drive continuous improvements and accountability, as well as operational efficiencies; • Develops, leads, and motivates a team of automation engineers, data analysts, project managers/scrum masters, and support specialists; • Conducts weekly team meetings for information exchange and process improvement. Provides regular updates on SLA’s and user experience, including NPS on a periodic basis (Weekly, Monthly, and Quarterly); • Manages strategic relationships and partnerships with key hardware and software vendors. Works closely with enterprise supplier management and procurement team on renewal and purchase of software and hardware assets; • Work closely with Sec-OPS, Solutions and Architecture, team to assist with the creation of policies around the end user usage privileges, policies and responsibilities. Further required experiences and competencies: • Strong leadership, influence and negotiation skills with both business and technical groups; • Must be solution-oriented and business-minded; • Visionary thinking: Has/establishes a clear strategic vision, roadmap with a combined ability to cut through complexity by taking a pragmatic approach and a well-managed execution; • Managing transformation: Champions and leads various transformation initiatives, with a proven ability to deal with ambiguity and work well in a fast-paced dynamic environment; • High-Impact engagement: Engages and delivers messages clearly, convincingly and in a well-organized manner; able to vary communications style for multiple audiences in business and technology; • Global citizen: Demonstrates ability to work collaboratively across a global matrixed organization; effective at working with teams across multiple countries and time zones; • Financial acumen: Develops budget plans that support both long-term and short-term objectives; maintains and monitors controls for roadmap plans, schedules, and budgets; • Multiplier: Cultivates a culture of openness, candor, transparency and inclusion, and builds, maintains, and grows high-performing technology teams globally. For this role Arcadis values professional experience across the following priority areas: • Breadth of experience: Working internationally, across different industries and business lines and/or functions, managing projects impacting people/issues/solutions across organizational boundaries. • Data and technology: Adopting data-driven decision making, leveraging data to create and demonstrate value. Tech savvy and comfortable and curious about technologies. • People management: Creating high performing teams, communicating vision and purpose, engaging others and ensuring aligned objectives. Caring for employee wellbeing and recognizing and celebrating success. Aligned to the Arcadis Leadership model we seek leaders with a strong fit to our leadership success profile, to build and drive our culture of inclusion, accountability, human-centricity, and sustainability. Successful leaders at Arcadis will possess strong learning agility, combined with a balanced mix of being curious, driving success and igniting passion. Qualifications Required Qualifications: • Bachelor’s Degree in Computer Science, Information Technology, or equivalent related work experience; • 10 plus year in leading or managing workplace, collaboration, end-user productivity, and service/help desk support; • 7 years’ experience in an enterprise tech organization; • Experience with ITIL and ITSM process improvement activities including Incident, Request, Problem and Change Management • Deep experience and expertise in CMDB and IT Asset management • Experience with any Issue Tracking software (BMC Remedy, Zendesk, ServiceNow); • Experience with AppStore, SCCM tools, and automation technologies to have touchless software release to end users; • Experience in O365, MS Teams, GSuite and other end user productivity tools; Preferred Qualifications: • Professional certifications