Director - Digital Employee experience

Found in: Jooble US O C2 - 2 weeks ago

Boston MA, United States PTC Full time

Our world is transforming, and PTC is leading the way.Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. 

The Director, Digital Employee experience will lead team of IT Support engineers and desktop tooling teams to design and deliver digital experience to PTC employees. This role will be responsible for driving customer (internal employee) satisfaction with the “IT Experience” by driving initiatives spanning people, processes and technologies targeted to optimize and or improve interfacing with IT. This role will encompass key stakeholder relationships in and outside of IT, working with vendors, and providing technical strategic leadership. The candidate will use their technical and managerial experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements. Your focus will be on delivering an outstanding employee experience.

Responsibilities:

People

  • Own and lead a global team comprised of employees, contractors, and third parties that are accountable for all levels of end user’s support.
  • Acts as the primary advocate for internal PTC employees and their IT service delivery experience
  • Proactively collects customer feedback, understands / represents voice of the customer, highlights successes and opportunities.
  • Particiapate in QBRs with internals teams and third parties to review roadmaps, drive innovation and continuous improvement.
  • Be the “Face” end user services that are provided.
  • Develop positive relationships with employees of all levels across PTC.
  • Identifies, justifies, and drives initiatives to mature activities to provide a best-in-class customer service approach to all end users.
  • Actively participates in periodic meetings with IT management for communication, escalations, and collaboration.

Process

  • Develop operational metrics, participate in Service reviews, continually improve your Service
  • Develop and maintain roadmaps that optimally reflect employee needs, priorities, dependencies, sequencing, resources, and funding.
  • Drive a service management subject area that is optimized, automated, and fit-for-purpose.
  • Develop and leverage analytics that proactively drive decision making and continual improvement.
  • Handle global logistics, asset management, and procurement related to end users.
  • Provide support incident management, major incident management, request management and problem management for all teams within IT Shared Services
  • Partner with Security, Privacy, Compliance, and Legal teams to ensure alignment to policies and procedures including Sarbanes-Oxley (SOX) and other compliance standards.
  • Partner with Service Management on the design and execution of ITIL processes
  • Run, track and build annual budgets both capital and operating expenses
  • Procure, deploy, track to decommission corporate devices and peripherals including mobile devices.

Technology

  • Provision new hires with the technology and user experience they need to be productive on day one.
  • Provide mentorship and effect roadmaps for enterprise hardware/software standards and Desktop tools
  • Participate and lead IT enterprise architecture discussions to design and deliver desktop tools for a seamless employee experience
  • Provide all levels of end users support for technology solutions provided through a service desk, walk-up tech bar and deskside support.
  • Advise and maintain knowledge base and ensure automation of recurring tasks like user identity life cycle, asset management
  • Solid experience in implementing MDM tech stacks like Microsoft Intune, JamF and in software distribution tools like SCCM, Active Directory in Hybrid environment (Windows AD and Azure)

Skills and Experience

  • Bachelor’s degree in computer science, Information Technology, Business Administration, or related discipline.
  • Total Experience 15-20 years.
  • 10+ years’ experience in an IT senior management role in a mid-size to large enterprise.
  • Minimum 5 years of design and implementation experience in IT, with a deep knowledge in a minimum of two or more of the following technical disciplines: Cloud technologies, Corporate IT infrastructure, Identity & Access Management (IAM), application programming interfaces (APIs), virtualization, Active Directory in Hybrid enviroment, Collaboration and workspace technologies and Information Security & Compliance
  • Comprehensive knowledge of IT service delivery. ITIL certified is preferred
  • Excellent interpersonal and communication skills and proven ability to work effectively with all organizational levels.
  • Solid experience in IT enterprise architecture in a mid-size to large enterprise
  • Solid understanding of ITIL & ITSM frameworks.
  • Ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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