Director Digital Workplace Services And ITSM

Director Digital Workplace Services And It Service Management

Carrier, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do.

The Director Digital Workplace Services And It Service Management leads global digital workplace services, including the Service Desk, onsite support, endpoint operations, and enterprise user experience initiatives. This role ensures a high-quality end-user experience, reliable IT operations across manufacturing and office environments, and adoption of AI-enabled service capabilities. The leader will drive service transformation, manage global MSP partners, and oversee programs that improve operational reliability, experience quality, and cost efficiency.

Key Responsibilities:

• Direct global Service Desk, onsite support, and field services across 160+ countries.
• Oversee MSP/vendor performance, SLAs/XLAs, operational KPIs, and financial governance.
• Advance AI-enabled service delivery, automation, self-service, and digital deflection.
• Lead digital experience initiatives leveraging DEX platforms, sentiment analytics, and workflow automation.
• Provide oversight for endpoint management, PC lifecycle planning, and hardware/software provisioning.
• Manage major vendor relationships, RFPs, and contract negotiations driving cost optimization.
• Partner with Cyber, Finance, Procurement, and Manufacturing to align strategy and ensure operational readiness.
• Lead global teams while communicating priorities and progress to executive stakeholders.

Required Qualifications:

• Bachelor's degree.
• 10+ years in IT operations, service delivery, or end-user services leadership.
• 5+ years of experience managing multiple teams and Managed Services Providers (MSP).
• 5+ years of experience in IT Operations or digital workplace technologies.
• 2+ years of experience implementing AI/automation in service delivery environments.

Preferred Qualifications:

• Bachelor's degree in Information Technology or Business.
• DEX/experience management platforms (e.g., NexThink), AIOps, workflow automation.
• Vendor negotiation, contract management, and financial planning.
• Executive communication and stakeholder management.
• Strong change leadership and ability to drive global transformation.

Benefits:

Employees are eligible for benefits, including:

• Health Care benefits: Medical, Dental, Vision; wellness incentives
• Retirement benefits
• Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account
• Tuition Assistance

The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements. The annual salary for this position is between $212,000 – $297,000 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. This position is entitled to both short and long-term incentives, subject to plan requirements. Applications will be accepted for at least 3 days from Job Posting Date.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.