IT Operations Lead (Workplace / End User Services)

We are looking for a senior IT operations leader to manage large scale workplace and end user computing services within a managed services environment. This role is accountable for ensuring reliable, secure, and high performing IT support for end users, while progressively enhancing service delivery through AI driven insights, automation, and data led decision making. The position oversees end to end workplace service delivery across service desk and onsite support, including people leadership, resource planning, asset governance, and professional services. A key objective is to modernize operations by embedding intelligent automation, predictive analytics, and virtual support capabilities to improve efficiency, user satisfaction, and operational outcomes. Key Responsibilities Workplace Service Delivery & Operations • Lead and manage multiple workplace managed services engagements supporting large end user populations ranging from approximately 3,000 to 9,000 users. • Oversee daily workplace operations across service desk and onsite support teams, ensuring contractual deliverables and service commitments are met. • Apply operational expertise to design, enhance, and standardize workplace support processes. • Take ownership of service performance, ensuring compliance with agreed service levels and operational targets. • Serve as the primary escalation authority for high impact, complex, or urgent support incidents. Incident Management & Service Improvement • Coordinate resolution of critical incidents and complex service issues to minimize business disruption. • Conduct root cause investigations and ensure structured communication of findings and remediation actions to customers. • Lead detailed ticket analysis and service reviews to identify recurring issues and improvement opportunities. • Implement corrective actions and preventative measures to improve service stability and support quality. AI, Automation & Data Driven Operations • Use AI enabled analytics to gain visibility into operational performance, incident trends, and service demand patterns. • Drive the adoption of intelligent automation to streamline workflows, reduce manual effort, and improve first contact resolution. • Shift operational delivery from reactive support to proactive and predictive service models using data insights. • Support deployment of AI powered self-service and virtual assistance solutions to enhance end user experience and reduce support load. Asset, Resource & Cost Management • Govern asset management practices across large volumes of endpoint devices, including lifecycle management and inventory accuracy. • Manage workforce planning, scheduling, and resource utilization across workplace support teams. • Optimize operational costs while maintaining service quality, including delivering year on year cost efficiency improvements of at least 5 percent. Stakeholder Engagement & Governance • Facilitate regular operational meetings with internal teams and customers, including weekly and monthly reviews. • Prepare and deliver service performance reports to customers and internal stakeholders, including Fujitsu leadership. • Build strong working relationships with customers to align service delivery with business expectations. • Drive continuous service improvement initiatives through structured governance and performance tracking. Qualifications • Bachelor’s degree in Information Technology, Computer Science, or a related discipline. • At least 10 years of experience in IT operations, with a minimum of 5 years in a people management or service leadership role. • Proven experience managing large scale workplaces or end user computing environments. • Demonstrated experience driving Digital Employee Experience initiatives and operational transformation. • Strong analytical and critical thinking capabilities in an operational context. Technical & Professional Competencies • Solid hands-on knowledge of end user computing environments, including hardware, software, and network support. • Strong understanding of IT service management principles and operational best practices. • Excellent problem-solving capabilities with the ability to handle complex and high-pressure situations. • Effective communication skills with the ability to translate technical issues into business relevant messages. • Industry certifications such as ITIL, CompTIA A+, Microsoft 365, or Power BI are advantageous. Preferred Experience • Experience working with asset management frameworks covering device lifecycle, inventory control, and optimization. • Exposure to automation platforms, intelligent workflows, and AI assisted operational tools. • Experience using analytics to identify service trends, forecast demand, and support proactive IT operations. • Familiarity with AI enabled self service solutions such as chatbots, virtual agents, or intelligent knowledge platforms. Please send your detailed resume in MS Word format to resume@goldtecHRs.com with • Education Level • Working experiences • Each employment background • Reason for leaving each employment • Last drawn salary • Expected salary • Date of availability