Principal Lead

Who you are

• Experience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalent
• Familiarity with enterprise IT service management platforms such as ServiceNow
• Solid understanding of digital workplace operations and endpoint lifecycle management
• Experience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similar
• Ability to analyze device telemetry, performance data, and operational metrics to identify automation opportunities
• Ability to analyze operational data and incident trends to identify reliability risks and drive improvements
• Experience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiatives
• Familiarity with AI-assisted operational tooling, virtual agents, or automation copilots within service management or workplace platforms
• Ability to build automation using PowerShell, Python, or Bash for rapid prototyping or data extraction
• Familiarity with enterprise automation frameworks or orchestration tools
• Familiarity with Agile or Agile Swarming methodologies

What the job involves

• This role is responsible for modernizing Digital Workplace operations into a more automated, collaborative, and adaptive function
• The focus is on reducing manual operational work through automation and intelligent tooling, while improving how the operations team delivers workplace services
• This role drives the transformation from reactive, ticket-centric workflows into a proactive, intelligence-led operating model
• Drive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating model
• Identify and eliminate manual operational work through automation, workflow redesign, and improved tooling
• Define success metrics for automated workflows and drive adoption to reduce manual intervention and improve service stability
• Simplify operational processes to improve service reliability and efficiency
• Establish practices that support faster issue detection, resolution, and prevention
• Design and implement automation across workplace workflows including service requests, access provisioning, device remediation, and common user issues
• Introduce and apply automated remediation and intelligent tooling to detect, route, and resolve common user and device issues, reducing operational toil and improving service stability without manual intervention
• Enable self-service capabilities that empower employees to resolve common issues independently
• Partner with engineering teams to embed automation into workplace platforms and services
• Champion modern operations practices across the Digital Workplace organization
• Drive the shift from a reactive support model to a proactive, automation-led model guided by experience KPIs
• Analyze existing operational workflows to surface inefficiencies, delays, and improvement opportunities
• Implement standardized, repeatable processes that enable automation and scalability
• Define and track operational metrics that measure service performance, automation adoption, and efficiency
• Build collaborative partnerships with cross-functional engineering teams to resolve complex, high-impact issues quickly
• Promote faster feedback loops and iterative improvement to continuously enhance service quality and experience