Head of IT Operations & End User Experience

Munters is looking for a Head of IT Operations & End User Experience to lead the global operational performance of our workplace and site IT services and shape the technology experience for employees across offices, engineering centers and manufacturing sites. The team consists of around 40 employees across APAC, Europe and the Americas, currently working in a regional structure. 

In this role, you will build a globally aligned service organization that combines consistent global capabilities with strong local presence and business understanding. A key part of the mandate is to modernize traditional support and operations through AI, automation, intelligent self-service, modern IT service management and Microsoft workplace technologies. The ambition is to leverage existing structures and modern technology to enable a global L1 service capability while maintaining strong local support where it matters most. 

The role balances two equally important responsibilities: ensuring stable, secure and efficient day-to-day service delivery, while continuously improving how IT end user services are delivered, consumed and experienced across Munters. You will work closely with the full IT leadership team, especially Security & Infrastructure and Application Engineering, to create one integrated technology organization with clear accountability, strong governance and a seamless end-to-end service experience. 

Key responsibilities 

• Lead global IT operations and service delivery across EMEA, Americas and APAC, ensuring stable, secure and reliable support for employees and business-critical sites. 

• Own workplace technologies, service desk, device deployment and lifecycle services, local site IT operations, escalation models and major incident management. 

• Establish a globally aligned service delivery model with clear ownership, accountability and governance across L1/L2/L3, in close collaboration with Infrastructure & Security and Application Engineering. 

• Design and mature a scalable Level 1 capability combining self-service, AI-assisted support, remote delivery and effective local escalation. 

• Drive standardization, simplification, automation and continuous improvement across services, processes and tools, using data, analytics and employee feedback. 

• Own the strategy, roadmap, service design and operational performance of Microsoft 365 and common workplace services, including governance, lifecycle management and cost-effective licensing. 

• Partner with business functions, HR and Communications to increase adoption of collaboration, communication, productivity and AI capabilities. 

• Lead and develop a global team with a strong service mindset, business understanding and clear accountability for outcomes. 

• Manage strategic vendors, service providers and key workplace technology partners to deliver consistent quality, performance and value. 

• Own budgets, service costs, commercial performance and productivity improvements within the area. 

What we are looking for 

• Proven experience leading global IT Operations, Workplace Services, Site IT, Service Delivery or End User Experience organizations. 

• Ability to lead global teams, vendors and transformation across regions while balancing operational discipline, security, standardization and local business needs. 

• Experience from complex operational environments spanning offices, engineering centers and manufacturing or other business-critical sites. 

• Strong understanding of modern IT service management, operational excellence, service ownership, governance and continuous improvement. 

• Experience establishing or maturing global service desk and Level 1 capabilities, including multi-provider service models. 

• Demonstrated experience using AI, automation, self-service and data-driven approaches to transform support and service delivery. 

• Strong knowledge of Microsoft 365, Copilot, modern workplace platforms, endpoint services and licensing models. 

• Strong commercial, stakeholder-management and communication skills, with the ability to connect technology decisions to business value and employee experience.