Modern Workplace Technology Strategist

This position is responsible for overseeing, optimising and scaling IT service delivery across all regions to ensure operational excellence.

Fostering a culture of exceptional customer service and driving continuous improvements that enhance the user and studio experience are key objectives of this role.

The Service Operations Leader plays a pivotal role in managing all aspects of Service Operations, with a primary focus on executing a modern workplace strategy.

This involves leading a team of front-line IT support administrators to provide rapid and efficient resolution of desktop technical issues, ensuring alignment with business needs.

Developing and executing a comprehensive modern workplace technology strategy that addresses scalability, resilience, automation and alignment with business objectives is also crucial.

Collaborating with cross-functional teams/leaders across our business to define technology requirements and recommend solutions that enhance service delivery is essential.

Additionally, the role requires leading the selection, configuration, and deployment of modern workplace tools and technologies, such as collaboration platforms, digital communication tools, AI, remote work solutions, and productivity applications.

Developing and executing change management strategies to drive user adoption of modern workplace technologies, ensuring a smooth transition and maximising the value of new tools is also required.

Collaborating with cybersecurity teams to ensure that modern workplace technologies are implemented and maintained in compliance with security standards and best practices is crucial.

Leading continuous improvement initiatives to enhance user experience, service reliability and cost efficiency is also an essential part of this role.

Working with IT teams to ensure seamless integration and interoperability of modern workplace solutions with existing IT systems is vital.

Developing and managing global standards to support consistent procurement, maintenance, and allocation of IT services, equipment, and applications is also required.

Overseeing the full lifecycle of IT assets globally and maintaining accurate hardware and software inventories, ensuring seamless onboarding and offboarding experiences is crucial.

Maintaining desktop performance and reliability within agreed-upon service levels is also an essential objective of this role.

Cultivating a high-performance, experience-driven service culture within the team, including recruitment activities, is vital.

Implementing process improvement methodologies based on ITIL principles to enhance desktop and application support performance and user experience is also required.

Incorporating documentation and knowledge management into standard practices, recording issue resolutions and updating procedures, installations, and configurations is crucial.

Managing relationships with third-party hardware/software vendors to drive future roadmaps, as well as assist in upcoming renewals and driving cost/value optimisation throughout the company is also an essential part of this role.

Defining and managing key performance indicators, analysing trends to address system availability and performance concerns is also required.

• Lead a team of front-line IT support administrators to provide rapid and efficient resolution of desktop technical issues, ensuring alignment with business needs.
• Develop and execute a comprehensive modern workplace technology strategy that addresses scalability, resilience, automation and alignment with business objectives.
• Collaborate with cross-functional teams/leaders across our business to define technology requirements and recommend solutions that enhance service delivery.
• Lead the selection, configuration, and deployment of modern workplace tools and technologies, such as collaboration platforms, digital communication tools, AI, remote work solutions, and productivity applications.
• Develop and execute change management strategies to drive user adoption of modern workplace technologies, ensuring a smooth transition and maximising the value of new tools.
• Collaborate with cybersecurity teams to ensure that modern workplace technologies are implemented and maintained in compliance with security standards and best practices.
• Lead continuous improvement initiatives to enhance user experience, service reliability and cost efficiency.
• Work with IT teams to ensure seamless integration and interoperability of modern workplace solutions with existing IT systems.
• Develop and manage global standards to support consistent procurement, maintenance, and allocation of IT services, equipment, and applications.
• Oversee the full lifecycle of IT assets globally and maintain accurate hardware and software inventories, ensuring seamless onboarding and offboarding experiences.
• Maintain desktop performance and reliability within agreed-upon service levels.
• Cultivate a high-performance, experience-driven service culture within the team, including recruitment activities.
• Implement process improvement methodologies based on ITIL principles to enhance desktop and application support performance and user experience.
• Incorporate documentation and knowledge management into standard practices, recording issue resolutions and updating procedures, installations, and configurations.
• Manage relationships with third-party hardware/software vendors to drive future roadmaps, as well as assist in upcoming renewals and driving cost/value optimisation throughout the company.
• Define and manage key performance indicators, analysing trends to address system availability and performance concerns.

An experienced IT operations leader with a strong track record of delivering high-quality, user-focused service across complex, global environments is required.

This individual must thrive at the intersection of strategy and hands-on delivery, combining technical expertise with the ability to motivate and lead teams.

A passion for driving operational excellence, proactivity, agility, and a positive attitude are essential attributes for success in this role.

Solutions-oriented, commercially astute, and motivated by creating seamless user experiences, this leader must bring enthusiasm and positivity to the role.

A proven track record of providing responsive and empathetic IT support during business hours and after hours, including reporting to identify and resolve user pain points is required.

A strong understanding and experience of identity and access management, endpoint security, and compliance frameworks, coupled with proven experience collaborating with compliance teams to implement security and regulatory policies while ensuring minimal disruption to end users is necessary.

Well-developed management skills in planning and scheduling, together with the ability to lead and motivate a remote team of specialist staff are required.

Strong knowledge of the organisation's existing IT infrastructure, cloud platforms (AWS and Azure), networking, operating systems (Win/Mac), and software (e.g. Revit, Rhino, Enscape, AutoCAD, O365, Adobe suite) is essential.

Experience with mobile technology and printer management, including commercial analysis, is required.

IT budget planning and vendor management experience are also necessary.

Meeting room-based AV system skills and troubleshooting, along with experience in performing IT/application training and communications are required.

Solid working experience on desktop support leadership, online help desk systems, leveraging automation to streamline repetitive tasks (leveraging scripting or AI-powered tools), and dealing with service providers are also essential.

Process improvement, design thinking methodologies, and exceptional customer service focus are required.

Strong communication and presentation skills, the ability to work independently and in a team environment, and an agile and proactive style are necessary.

The ideal candidate will have 8+ years of experience in IT operations, with at least 3 years in a global leadership role, preferably within the AEC industry, coupled with relevant tertiary qualifications.

ITIL certification and experience in a similar Service Operations position (AEC industry experience highly regarded) are required.

A well-organised approach to time management, combined with excellent analytical and problem-solving skills, is essential.

A collaborative mindset, open to feedback and continuous learning, is necessary.

We do not accept unsolicited resumes or names from agencies.

All personal data collected by the firm will be kept confidential and only used for recruitment purposes.

We are an equal opportunity employer committed to creating an environment where difference is celebrated, valued, and respected.

We accept that none of us is smarter than all of us and believe building a diverse workforce is the foundation to creativity and innovative design.

At our firm, we strive to create an inclusive leadership and truly global studio network of strategists, experience designers, and scientists, supporting individuals to bring their whole self to work and build an exceptional career.

We require applicants to submit an up-to-date resume via the job advertisement.