Sr. Digital Operations Lead
Core
Lead operational performance, service governance, and continuous improvement for the digital workplace environment, ensuring service excellence across workplace technologies and managed service providers.
Role type
Senior Digital Operations Lead (IT Service Delivery)
Builds
Digital workplace services (Microsoft 365, Teams, Copilot, ServiceNow) and employee experience monitoring platforms
Domain
Healthcare / IT Operations / Digital Workplace
Required skills
Digital Workplace Operations, IT Service Delivery, Vendor Governance, ServiceNow ITSM, Incident Management, SLA/KPI Management, Major Incident Leadership, Continuous Improvement, Stakeholder Management
Preferred skills
Employee Experience Monitoring (Nexthink), ITIL Practices, XLAs, Executive Reporting, Operational Risk Management, Workplace Collaboration Technologies
Technologies
ServiceNow, Microsoft 365, Microsoft Teams, Microsoft Copilot, Nexthink
Responsibilities
Lead Digital Workplace Operations ensuring stability and continuous improvement; Establish service delivery governance frameworks; Implement automation for testing, monitoring, and alerting; Manage vendor and managed service performance; Define and improve service metrics, KPIs, SLAs, and XLAs; Utilize ServiceNow reporting for operational decisions; Lead major incident and problem management; Analyze customer experience and operational trends; Collaborate on digital workplace strategies; Own remediations for security and process improvements.
Seniority
Senior, hands-on IC
