Head, DWS – Site and Systems Operations

Overview

In this senior role, you will lead the Digital Workplace Services Site and Systems Operations, guiding the end-to-end delivery and evolution of workplace services across the organisation. You’ll unify onsite and executive support, field services, scheduling, governance, and analytics to create a reliable, secure, and customer-focused workplace experience. You’ll shape operational strategy and manage cross-functional teams to continuously improve service quality and efficiency. This is a strategic, impact-focused leadership role in a large, complex environment with a strong emphasis on transformation and performance.

Pay / Benefits

• Competitive salary
• Annual performance incentive up to 40%
• Fully electric company car or cash allowance
• Private medical insurance
• 28 days holiday + 8 bank holidays
• Generous pension with double matching up to 6%

Responsibilities

• Set strategic direction for Site and Systems Operations and develop roadmaps aligned with Digital Workplace Services and IT&D
• Lead and evolve workplace operations including site/field support, executive/VIP support, conferencing tech, scheduling, knowledge management, and service readiness
• Drive service transformation through automation, self-service, AI, and emerging workplace technologies
• Ensure reliable and high-quality employee experience with resilient services
• Build and develop geographically dispersed teams and foster a high-performing, customer-focused culture
• Strengthen governance with standards, controls, and processes for performance, cybersecurity, audit and regulatory requirements
• Use data and insights to drive decisions, establish metrics, identify trends, risks, and opportunities
• Shape workforce and resource strategies to meet current and future needs
• Manage budgets and investments, optimise costs while sustaining service quality
• Engage with suppliers and partners to ensure value delivery and third-party performance
• Champion continuous improvement to stay ahead of changing business and employee needs

Key requirements

• Extensive leadership experience in Digital Workplace, IT operations, or end-user technology services in large/complex organisations
• Experience leading large geographically dispersed teams and managing third-party providers
• Proven track record of operational transformation and organisational change
• Strong knowledge of modern workplace technologies (Microsoft 365, end-user computing, collaboration platforms) and device lifecycle management
• Understanding of automation, AI, and self-service to modernise support and improve the employee experience
• Solid IT service management knowledge (incident, problem, change, governance, controls)
• Ability to use data and performance metrics to drive improvements
• Strong commercial/financial acumen with budget, business case, supplier and outsourcing experience
• Excellent communication and stakeholder management, able to influence senior leaders
• Commitment to developing people and building inclusive, high-performing teams
• Experience in regulated or critical national infrastructure environments is advantageous
• Ability to turn strategy into action and lead through transformation

• Strategic thinking
• Strong communication
• Stakeholder management
• Microsoft 365
• End-user computing
• Collaboration platforms

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