VP, Digital Workplace Operations

Job description

Job Description:

We are looking for a VP, Digital Workplace Operations – North America, India & APAC to lead end-user support and digital workplace operations at a global scale. This high-profile position will help shape the employee experience across multiple geographies, ensuring operational excellence, innovation, and agreement on business goals.

You will lead teams across North America, India, and APAC, providing support for collaboration tools, desktop engineering, IT service desks, and more. The VP will partner with senior leadership, architects, and vendors to implement strategies that enhance employee productivity and align with Experian's vision of allowing a work from anywhere environment.

The position is based in India and requires 20% travel to other important sites in India, North America, and APAC.

Main Responsibilities Strategic Leadership and Innovation:

• Lead the rollout of Nexthink and provide thought leadership in digital workplace analytics, ensuring self-healing capabilities and proactive issue resolution.
• Develop a global strategy to continuously innovate end-user services, delivering measurable improvements in experience and productivity.
• Partner with department leaders across North America, India, and APAC to build influential relationships and ensure agreement on organizational goals.
• Foster a high-performing team culture through effective coaching, trust, and accountability, ensuring transparency and ethical conduct.
• Create and implement strategies to improve vulnerability management and ensure compliance with global security standards.

Operational Excellence:

• Oversee desktop engineering initiatives, including Windows 11 rollouts, BitLocker implementation, and other key technology upgrades.
• Manage the operations of tech cafés, providing seamless in-person support and enhancing the employee technology experience.
• Define, monitor, and optimize SLAs to ensure exceptional end-user satisfaction for all service offerings.
• Manage third-party vendors to ensure they meet or exceed SLAs, maintaining alignment with Experian's high standards.
• Drive continuous improvements in operational processes using digital experience monitoring (DEM) and automation tools.
• Oversee critical services, including VIP support, desktop and field services, A/V support, IT Service Desk, and service request fulfillment.

Team and Relationship Management

• Build influential relationships across the organization and with senior executives globally, ensuring alignment of IT initiatives with business objectives.
• Manage resources across North America, India, and APAC, effectively leading a distributed team in multiple time zones.
• Act as a trusted advisor to senior leadership, contributing to long-term digital workplace strategy and operational excellence.

Competencies:

• Global Leadership: Develop and execute strategies aligned with Experian's goals, driving innovation and operational excellence across regions.
• Executive Presence: Demonstrate credibility and confidence when working with global executives and leadership teams.
• Results-Oriented Mindset: Maintain a clear focus on delivering exceptional outcomes and improving end-user satisfaction.
• Strong Communication: Effectively articulate strategies, roadmaps, and performance metrics to stakeholders at all levels.
• Analytical Problem-Solving: Leverage data and insights to make proactive decisions and resolve complex challenges.
• Adaptability: Thrive in a dynamic, global environment while balancing strategic priorities and operational needs.

Why This Role is Exciting:

This is an exceptional opportunity to lead digital workplace operations for a globally recognized, innovative company. As the VP of Digital Workplace Operations, you will have the chance to make a lasting impact on global employee experience and productivity, collaborate with senior executives worldwide, and shape Experian's future in workplace technology.

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to work towards their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Qualifications

• Qualifications Bachelor's Degree required; advanced degrees or certifications (e.g., ITIL) preferred.
• Proven experience leading and transforming IT services organizations, preferably with 15+ years managing IT professionals.
• Strong understanding of Nexthink capabilities and a track record of delivering solutions that improve end-user experience through analytics and automation.
• Requires strong executive presence and excellent communication skills to effectively interact with all levels, including senior executives.
• Strategic leadership experience with a focus on innovation, global standardization, and end-user productivity. Advanced knowledge of end-user computing technologies, SLA management, and vulnerability management.
• Demonstrated success in managing third-party vendors and ensuring SLA compliance. History of successful relationship management across various levels and geographies.

Our uniqueness is that we truly celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Benefits

Experian care for employee's work life balance, health, safety and wellbeing. In support of this endeavor, we offer best-in-class family well-being benefits, enhanced medical benefits and paid time off.

Experian Careers - Creating a better tomorrow together

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