IT Director, Digital Workplace

IT Director, Digital Workplace

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.  

The Digital Workplace Director is responsible for the delivery of service strategy, service development, and service delivery performance for Digital Workplace technology. The role holder will enable a proactive customer-centric culture and deliver continuous improvement in service performance and cost targets. This role is part of the IT Infrastructure Leadership Team.

Responsible for delivering a global Digital Workplace function to our business throughout the service lifecycle within the agreed service levels and end user satisfaction levels.

The scope of the role will cover:

• Establishing a customer-centric culture that supports SN IT services through a standard SLA-based service catalogue.
• Setting service strategy, defining roadmaps, and service performance management plans with our internal staff and external service providers.
• Optimizing our IT Digital Workplace functions embracing the latest technology and automation to deliver optimal service and enhance productivity and user experience.
• Transforming our legacy Technology architecture to a modern, secure, and cost-effective centrally managed service with a high level of automation and technology adoption.
• Optimizing IT Services to meet balanced business expectations and reduce the cost of running IT.
• End user technology ownership including end user devices standards, and other elements of the digital workplace.

What will you be doing?

• Active member of the IT Service Delivery Team. Collectively defining IT Service Strategy and providing constructive challenge to ensure IT functions holistically.
• Leading, building, and developing a team of Digital Workplace product owners who will own the end-to-end lifecycle and service performance and user experience.
• Developing leadership and vendor management skills within the team. Living the cultural qualities we want to see in our teams.
• Setting direction in the context of Digital Workplace and performance management of objectives and targets. Assuring appropriate governance is applied to decisions and adherence to policies.
• Ensuring that the Digital Workplace function has a clear strategy, a roadmap, and a funded project portfolio that has a line of sight to operational benefits.
• Ensuring that the Digital Workplace has an annual operating plan covering budgets, resources, skills and training, risk management.
• Responsible for escalations of service performance issues and crisis management.
• Establishing and maintaining effective relationships with internal and external stakeholders, fostering open communication, collaboration, and trust.
• Setting the direction and leading the transformation of our Legacy systems aimed to simplify our setup, increase reliability & user experience as well as optimize the cost.
• Responsible for senior relationships with our key suppliers, running supplier performance reviews, and acting as an escalation point for performance issues.
• Technologies managed will include but are not limited to: Voice platforms such as Cisco, MS Teams & others, Audio & Visual systems, Office 365 Suite, Fax, and other systems in the scope of Digital Workplace.

What will you need to be successful?

Education:

• Degree-level education required.

Licenses/Certifications:

• ITIL or IT4IT Service Management Qualifications.
• Certified in End User Technology or equivalent knowledge.

Experience:

• 3 to 5 years in an IT leadership role with similar breadth and responsibilities within a Global enterprise.
• Proven leadership experience in Unified Communication and Collaboration transformation.
• Track record of driving measurable service KPI improvements and automation initiatives.
• Experienced in managing service providers and overseeing the roll-out of end user services and ensuring operational performance.
• Skilled in running Major Incidents, Crisis Management, and Business Recovery processes.

Competencies:

Technical:

• Strong knowledge of End User Technology and Service Management.
• In-depth understanding of IT Service Management operating models for infrastructure (ITIL).
• M&A experience is a plus.

Personal:

• Demonstrated leadership skills with excellent communication and relationship-building abilities.
• Proactive, tenacious, and rigorous in approach.

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.    

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website

Your Future: annual bonus, life insurance, company stock saving plan

Work/Life Balance: paid volunteering hours, flexible approach

Your Wellbeing: private health care with dental care package, multisport card/my benefit platform

Flexibility: possibility of working in hybrid model

Training: Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies

Extra Perks: referral bonus, recognition program, mentoring program

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