Onsite workplace services manager (servicenow & m365)

Our client is seeking a highly experienced Onsite Workplace Services Manager (ServiceNow & M365) to oversee end-to-end digital workplace operations. This role is responsible for driving operational excellence across desktop engineering, executive support, and collaboration platforms, with a heavy emphasis on data-driven decision-making and ITSM governance.

Key Responsibilities

• Service Delivery: Own the delivery of workplace services, ensuring strict adherence to SLAs, KPIs, and security standards. Act as the primary onsite escalation point for critical service disruptions.
• Team Leadership: Lead and mentor diverse teams, including Desktop Engineering, White Glove/VIP Support, and Collaboration specialists. Manage staffing, performance, and professional development.
• ITSM & Analytics: Own operational governance of ITSM tools (ServiceNow). Develop dashboards and advanced reporting to provide real-time visibility into service health, identify trends, and uncover automation opportunities.
• Endpoint Management: Oversee the lifecycle of hardware and peripherals. Manage executive-level White Glove support and coordinate with engineering teams on patching, imaging, and software deployment.
• Collaboration Services: Manage the adoption, support, and stability of Microsoft 365 (Teams, SharePoint, OneDrive). Ensure secure document management and compliance with data governance policies.
• Stakeholder Management: Act as the primary onsite interface with business leadership. Present performance reviews and align service roadmaps with organizational business priorities.
• Continuous Improvement: Drive service optimization by identifying root causes and reducing manual effort through automation and proactive problem management.

Minimum Qualifications:

• Education: Bachelor's degree in Information Technology or equivalent professional experience.
• Experience: Proven background in IT support and workplace services, with significant experience in a leadership capacity.
• Technical Proficiency: Hands-on experience managing Microsoft 365 (Teams, SharePoint Online, OneDrive). Expertise in ServiceNow (or equivalent) for reporting, dashboards, and ITSM analytics.
• Governance: Working knowledge of ITIL frameworks and service governance.

Preferred Qualifications & Skills:

• Leadership: Exceptional stakeholder management and team-building capabilities.
• Data Analytics: Advanced ability to interpret trends, analyze service data, and translate technical insights into business strategy.
• Operational Excellence: Strong background in incident/crisis management and a customer-centric, outcome-driven mindset.