This is a senior enterprise leadership role with end-to-end accountability for service reliability, employee experience, operational risk, service economics and transformation. You will set a consistent integral operating model, connect workplace products and engineering with day-to-day delivery, and ensure employees experience one integrated service regardless of location, channel or provider.

You will drive the shift from reactive support to proactive, data-led operations through automation, self-service, knowledge management and AI-enabled support. Success requires a leader who has already managed comparable global operations, developed strong leadership teams and taken executive decisions during business-critical incidents and complex change.

Key Responsibilities:

You will have global leadership accountability for Workplace Operations, its people, service outcomes, delivery partners and continual improvement.

Digital Employee Experience, Operational Intelligence and Product Improvement

- You will establish a customer-centric, data-driven approach to Digital Workplace Operations, ensuring that operational insights and employee experience continuously inform product and engineering priorities.
- You will bring together service performance data, incident and problem trends, digital employee experience telemetry and direct employee feedback to identify systemic issues, recurring friction and opportunities for improvement.
- Working closely with Product and Engineering leaders, you will establish a structured feedback loop that translates these insights into actionable engineering priorities, addressing underlying product,



platform and integration weaknesses rather than relying on operational workarounds or repeated support interventions.
- You will ensure that improvements are measured against tangible outcomes, including reduced incident recurrence, lower support demand, improved employee productivity and experience, and sustainable reductions in operational cost.

Global workplace operations and service ownership

- Set and execute the global Workplace Operations strategy, service portfolio and operating model across service management, remote support, regional onsite support and multimedia services, with clear responsibilities and consistent standards.
- Own end-to-end service delivery outcomes and the interfaces across the enterprise Service Desk (first level), remote second-level support, onsite teams, engineering specialists and managed-service providers.
- Translate business priorities into measurable service objectives, service catalogues, location coverage and capacity plans, balancing global consistency with justified local requirements.

Regional Field Services and employee technology lifecycle

- Lead onsite technology support across the Americas, EMEA and Asia Pacific, including executive and business-critical support, ensuring effective regional leadership, service continuity and a consistent employee experience.




- Oversee operational delivery of end-user hardware throughout provisioning, onboarding, deployment, replacement, recovery, reuse and secure retirement, including inventory availability and demand planning in partnership with Engineering, Procurement and suppliers.
- Ensure technology readiness and support for meeting rooms, multimedia services, office openings, moves and closures, and major employee events, in coordination with relevant workplace and infrastructure teams.

Service management, quality and operational resilience

- Lead Workplace service-management governance and operational performance across incident, major incident, request, problem, change, knowledge, service-level and service-transition practices, aligned with enterprise processes.
- Ensure effective escalation, restoration and communication during major disruptions; drive rigorous root-cause analysis, permanent remediation and a reduction in recurring incidents and avoidable service demand.
- Establish meaningful service levels and experience measures (SLAs, XLAs and operational KPIs), and maintain a transparent view of quality, reliability, employee impact, risk, demand and improvement priorities.

Security, controls and governance

- Ensure workplace services operate within applicable security, privacy, regulatory and internal-control requirements, with clear operational ownership for risk, vulnerabilities, privileged support access and third-party obligations.
- Oversee audit readiness, control evidence, management actions, service-continuity arrangements and supplier resilience, ensuring risks are raised early, remediation is effective and accountability is clear.

📌 Digital Workplace Operations Director (España)
🏢 Swiss Re
📍 España