- Location
- Krakow Global Business Services Center - IP (POL), Poland
- Workplace
- Hybrid
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Source
- Workday
Description
Location – Krakow
Why is this job for you:
Digital Workplace & End User Experience Manager will be a part of the Infrastructure, Security & Services Organisation, reporting directly into the Head of Service Management & Performance.
The role will be mainly responsible for the vision, strategy, and operational excellence of the digital tools and services provided to our DS Smith global workforce to ensure that every employee, whether in a corporate office, a manufacturing site, or a home office has a seamless, productive, and secure digital experience.
You’ll partner with IT and other business organizations and leaders to shape digital workplace services and drive adoption, satisfaction and operational excellence - from the device in users’ hands to the platforms they rely on.
You will:
Define and execute the global digital workplace and end-user experience strategy aligned with business goals and digital transformation initiatives
Use analytics and user feedback (surveys, telemetry, UX testing, etc.) to measure end user experience, identify pain points, prioritize improvements and support hardware refresh planning
Ensure that security and compliance are embedded in digital workplace solutions and processes
Oversee the transition to Modern Management (Microsoft Intune, Autopilot, etc.) to enable "Zero-Touch" deployment globally
Represent business and employee needs in product selection, roadmap decisions and enterprise architecture discussions
Standardize the digital experience across diverse geographic regions while respecting local legal and linguistic requirements
Partner with HR and Communications to ensure digital tools support employee engagement
Lead design and continuous improvement of user journeys, onboarding, device provisioning, support flows, mobile device management and self-service portals to maximize productivity and satisfaction
Drive adoption and change management for new digital workplace tools and practices
Manage the digital workplace service model: SLA/KPI definition, vendor relationships and cost optimization
Develop training, communication and champions programs
Plan and build the employee digital experience roadmap
You have:
Experience with managing Digital Employee Experience (DEX) platforms, collaboration platforms (Microsoft 365), endpoint management (Intune, SCCM), VDI/DaaS and service management tools
Strong understanding of ITIL, incident/problem/change management, SLA/KPI governance and ITSM best practices
Demonstrated experience running change/adoption programs, training, and UX testing for enterprise tools
Experience in defining UX strategy, operating model, governance framework, maturity roadmap, and organizational priorities
Proven experience in managing vendor relationships
Proven experience operating in a multinational environment
Understanding of regulatory and compliance frameworks
Fluency in English