MANAGER, WORKPLACE TECHNOLOGY MANAGEMENT - HYBRID

The Manager, Workplace Technology Management is responsible for owning and evolving the digital workplace technology ecosystem, ensuring platforms are designed, optimized, and managed to enable a frictionless employee experience. This role leads Digital Workplace Enablement, focused on proactive design, modernization, and lifecycle management of workplace technologies to prevent issues by design and enable scalable, resilient platforms. You will lead a team responsible for endpoint, application, access, mobility and automation, ensuring technology decisions are aligned with Digital Employee Experience (DEX) insights and business priorities. This role is critical to enabling GreenShield’s transition from IT operations to an experience-led, AI-enabled digital workplace, where technology proactively enables productivity, digital Friction is designed out of employee workflows, platforms scale with the business, and AI and automation handle operational scale Key Responsibilities: 1. Workplace Technology Ownership Strategy Own end-to-end accountability for workplace technology domains (devices, applications, access, mobility and automation) Define and execute a modern, experience-led digital workplace roadmap aligned to business priorities Drive platform standardization, rationalization, and scalability across the enterprise Ensure alignment with DEX insights, persona needs, and business workflows Oversee the workplace technology portfolio including Microsoft 365, Intune, Autopilot, SCCM/MECM, Jamf, Apple Business Manager, Entra ID, Conditional Access, mobility services, workplace AV technologies, Ivanti, Copilot, Power Platform, automation, and related employee experience technologies 2. Technology Lifecycle Platform Management Lead product lifecycle management (introduce → optimize → retire) for workplace platforms Drive obsolescence management and platform modernization, including cloud-first and cross-platform strategies Ensure performance, reliability, and adoption of critical workplace tools Partner with architecture, security, and infrastructure teams to ensure integrated service delivery 3. Engineering Operational Excellence (L3/L4) Lead teams responsible for deep technical resolution, root cause analysis, and permanent fixes Drive reduction of repeat incidents through problem management and design improvements Improve system performance, stability, and resilience across workplace platforms Enable seamless integration with IT Service Management for escalation and resolution 4. Automation AI Enablement Drive automation strategies to reduce manual effort and improve service efficiency Champion a self-service-first operating model enabled by knowledge, automation, AI-assisted support, service catalogues, and intuitive employee journeys Partner with DEX and ITSM teams to improve auto-resolution rates and reduce ticket volumes Support the transition toward an AI-enabled operating model where automation handles scale Drive adoption of self-service capabilities by partnering with people leaders, DEX, ITSM, and change teams to reduce dependency on assisted support 5. Experience-Led Design Continuous Improvement Embed experience-led design principles into all workplace technology decisions Use DEX metrics and persona insights to prioritize improvements and investments Partner with DEX teams to identify friction points across employee journeys Drive measurable improvements in application performance, device experience, access reliablity, and adoption and usage. 6. Product, Vendor, Partner Relationship Management Own product vendor management for workplace technology platforms, including roadmap alignment, service performance, licensing, escalation paths, and value realization Manage strategic relationships with key technology vendors and partners, including Microsoft, Apple, endpoint, automation, collaboration, and device ecosystem providers Build strong internal partnerships across Cybersecurity, Infrastructure Architecture, Data Information Management, Facilities, HR, Procurement, and business stakeholders Drive partnership management practices that ensure clear accountability, shared roadmaps, governance, commercial discipline, and proactive risk management Ensure alignment with governance, compliance, enterprise standards, procurement processes, and business outcomes 7. Team Leadership Capability Development Lead and develop a team of Technology Service professionals while building capabilities in platform engineering, automation/AI, and product ownership. Drive the shift to proactive engineering and experience ownership, fostering a culture of innovation, accountability, and continuous improvement.