Sr. Manager, Digital Workplace Solutions Delivery

The Senior Manager, NA Service Management Office (SMO) is a senior leadership role responsible for overseeing customer programs and service delivery governance for Digital Workplace Solutions across North America. This role ensures consistent, high-quality service management execution across a diverse customer portfolio, driving operational excellence, financial discipline, customer satisfaction, and team engagement.

The customer-facing role serves as a strategic interface between customers, delivery teams, and executive leadership, ensuring commitments are met, risks are mitigated, and service outcomes align with contractual, financial, and experience expectations.

Key Responsibilities

Customer Program Leadership

• Lead the North America Service Management Office overseeing multiple, complex Digital Workplace Solutions customer programs.
• Act as an executive-level escalation point for service delivery, contractual, financial, and customer satisfaction issues.
• Ensure consistent service management standards, governance, and reporting across all customer accounts.
• Partner with account leadership to drive customer outcomes, renewals, and long-term relationship health.

Service Management & Governance

• Own and enforce SMO frameworks within the geo including service delivery governance, operational cadence, KPI tracking, and performance reviews.
• Ensure adherence to ITIL-aligned service management practices, SLAs, OLAs, and contractual commitments.
• Drive root cause analysis, corrective action plans, and continuous improvement initiatives across customer programs.
• Maintain visibility into delivery risks, dependencies, and execution challenges, proactively addressing issues before escalation.

Service Innovation & Automation

• Advance DWS through the adoption of AI-enabled and automation-driven service management capabilities, aligned to organizational priorities and customer needs.
• Partner with IT to identify, pilot, and scale AI and automation use cases.
• Drive standardization and modernization of service operations by reducing manual effort, improving responsiveness, and increasing service accuracy through intelligent tooling and automation.
• Ensure AI and automation initiatives are embedded into SMO governance models, operational cadence, and performance metrics.
• Promote responsible and scalable adoption of AI by ensuring alignment to security, compliance, ethical standards, and enterprise architecture guidelines.

Financial & Operational Management

• Partner with finance and delivery leadership to manage cost, margin, and productivity targets across customer programs.
• Ensure effective demand management, capacity planning, and resource optimization across NA DWS engagements.
• Support pricing, forecasting, and change management activities tied to customer contracts and scope changes.

People & Leadership

• Lead, coach, and develop team manager, service delivery managers and coordinators within the SMO.
• Foster a culture of accountability, transparency, and continuous improvement.
• Drive employee engagement, retention, and succession planning within the organization.
• Set clear expectations and performance standards aligned to service and business outcomes.

Executive & Cross-Functional Collaboration

• Partner closely with Sales, Delivery, IT, HR, Finance, and Global SMO leadership.
• Provide executive-level reporting and insights on customer health, performance trends, and risk areas.
• Support transformation and standardization initiatives across Digital Workplace Solutions.

Basic Qualifications

• Bachelor's degree in Business, Information Technology, or related field.
• 10+ years of experience in IT service delivery, service management, or managed services environments.
• 5+ years in people leadership roles managing service management resources.

Preferred Skills & Experience

• Strong experience leading large-scale, customer-facing programs in Digital Workplace or End-User Computing services.
• Demonstrated experience managing P&L, cost controls, and operational metrics.
• ITIL certification or strong working knowledge of ITIL frameworks.
• Demonstrated experience operating in matrixed, global organizations.
• Proven ability to manage executive-level customer relationships and high-impact escalations.
• Strong analytical, communication, and executive presentation skills.
• Track record of driving service improvements while balancing cost, quality, and customer experience.