The Manager, Workplace Technology Services is responsible for the global delivery, governance, and continuous improvement of end-user technology services and employee technology enablement processes across North American. The role leads the North American Service Desk function, owns IT service management, workplace technology governance, oversees the North American IT team and partners with People & Culture, business leaders, and technical teams to ensure employees have timely access to systems, devices, and support throughout the employee lifecycle. This role drives operational excellence, service performance, onboarding readiness, access governance, and continuous process improvement while ensuring alignment with enterprise security, compliance, and business objectives.
Responsibilities:
Lead the global Service Desk function, ensuring high-quality support, data driven service performance, and team effectiveness across regions
Use data, reporting, and stakeholder feedback to drive service improvements, optimize processes, and enhance the employee technology experience. Define engagement models for escalations and act as the operational bridge between IT and senior stakeholders.
Lead, coach, and develop the Service Desk team, fostering a high-performance, customer-focused culture while driving accountability, capability development, employee engagement, and achievement of service delivery objectives.
Own and continuously improve workplace technology services, employee access governance, security controls and end user computing process to support employee productivity and business operations.
Ensure service operations, technology controls, and asset management practices align with security, compliance, audit, and governance requirements.
Maintain accurate asset inventory within toolset. Ensure onboa
IT Service Management & Governance
Continuous Improvement & Business Partnership
People Leadership
End user computing and security
Governance, Risk & Compliance
Asset Lifecycle Governance
Qualifications:
Capabilities:
Skills Required
- 5+ years' experience in IT Service Delivery or Service Desk Management
- Proven experience managing distributed or global support teams
- Experience leading IT Service Management (ITSM) functions
- Experience leading operational governance and continuous improvement initiatives across multiple stakeholder groups
- Experience managing employee onboarding, offboarding, or access management processes
- Experience working cross-functionally with HR, Security, and business stakeholders
- Experience driving process improvement and operational transformation initiatives
- Strong experience with ITIL-based service management practices
- Hands-on experience with Freshservice or similar ITSM tools
- Hands-on experience with Workspace ONE or equivalent endpoint management platform
- Hands-on experience with CrowdStrike or equivalent endpoint protection platform
- Hands-on experience with Microsoft 365 and Azure Active Directory / Entra ID
- Experience in SLA management, reporting, and service performance analytics
- Exposure to ISO 27001, ISMS, or similar compliance frameworks
- Strong stakeholder management and executive-level communication skills
- Leadership and team management capability across global teams
What We Do
Coates Group is a growing global technology and digital merchandising solutions provider creating immersive experiences for some of the world's leading brands and their customers. We are focused on creating dynamic, personalised and engaging experiences powered by our range of digital hardware and proprietary content management system. If you’ve ordered in-store or in the Drive-Thru at McDonald’s somewhere in the world, chances are you’ve interacted with our digital solutions! We work across 50+ global markets with our headquarters located in Sydney, Australia and other offices in Japan, India, China, the Middle East, Canada, Europe and the United States. Our people who we proudly call our “Crew” are at the heart of everything that we do. So, it is our commitment to empower and develop the people that set us apart. This is done by implementing new policies that our people care about like an annual market competitive bonus program, opportunities for growth and prioritisation for learning and development that includes kick-starting our new wellbeing program called Thrive. The cornerstone of Thrive is our flexible work approach, including a suite of flexible work options because we are believers that you should never miss an important life or work moment. Thrive also equips our crew with wellness tools and dedicated time to prioritise our health with Yoga and Meditation programs as well as a Global Wellness Day off to enjoy and recharge plus a Give Back Day for the opportunity to make an impact on the community. Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives). We are one global crew with diverse perspectives that make us stronger. We are curious, charismatic and authentic. And together, we make our purpose become a reality, to create immersive brand experiences for everyone
