Position Summary: Johnson Controls is seeking a visionary and experienced Senior Director of ITSM & End User Experience to lead a global team responsible for delivering seamless IT services and exceptional end-user experiences across the enterprise. This role spans key functions including IT Service Management (ITSM), End User Computing (EUC), Field IT, Asset Management, and Mobility. As a global manufacturing leader in smart buildings and sustainable technology, Johnson Controls depends on resilient, efficient, and customer-focused IT operations. This senior leader will drive transformation across these domains, ensuring high-performance, cost-effective service delivery to support our employees worldwide - from corporate offices to complex manufacturing and warehouse environments. Key Responsibilities: 1. IT Service Management (ITSM) * Lead the global ITSM function using ServiceNow to manage core ITIL processes: incident, change, problem, request, and knowledge management. * Standardize and continuously improve service delivery practices across business units, functions, and geographies. * Drive service quality and user satisfaction while maintaining compliance and operational efficiency. * Partner across IT and the business to ensure ITSM supports digital transformation initiatives. * Key Skills: ITIL v4, ServiceNow, KPI/SLA management, continuous improvement, cross-functional leadership. 2. End User Computing (EUC) * Manage the full lifecycle of all end-user devices globally - from hardware standards and provisioning to patching, software compliance, and vulnerability management. * Define global policies for device security, imaging, remote support, and experience monitoring. * Support a hybrid workforce with reliable and secure tools to drive productivity at every site - from HQ to frontline facilities. * Key Skills: Endpoint management (e.g., Intune, Autopilot), Windows 10/11, security hardening, patch compliance. 3. Field IT * Oversee global deskside and onsite support teams providing technical support to users in offices, warehouses, and manufacturing plants. * Ensure high-touch support for mission-critical operations, minimizing downtime and disruption across production and supply chain environments. * Standardize Field IT tools, processes, and reporting to ensure consistency and operational excellence. * Key Skills: Field service operations, hands-on troubleshooting, escalation management, manufacturing IT support. 4. Asset Management * Own Hardware Asset Management (HAM), Software Asset Management (SAM), and the Configuration Management Database (CMDB). * Ensure global software license compliance, accurate asset tracking, and full lifecycle visibility of all IT assets. * Partner with procurement and finance teams to optimize asset investments and ensure audit readiness. * Key Skills: ITAM, license compliance, SAM-Pro, HAM-Pro, CMDB governance, audit controls. 5. Mobility * Lead the enterprise mobile strategy - enabling secure, scalable support for smartphones, tablets, and mobile workforce tools. * Manage operations, policies, and compliance standards across global operations. * Align mobile device strategies with frontline and field team needs, especially in industrial and remote work environments. * Key Skills: Mobile device management (MDM/UEM), iOS/Android support, device security and provisioning. Key Metrics of Success: * Service Excellence: * Achieve >95% SLA compliance on incident, request, and change management. * Maintain high user satisfaction scores (e.g., CSAT > 4.5/5). * Operational Efficiency: * Reduce IT asset TCO through improved lifecycle management. * Improve EUC provisioning speed and reduce support ticket volume through automation and self-service. * Compliance & Risk Mitigation: * Ensure 100% compliance with software licensing and audit readiness. * Meet patching and endpoint vulnerability SLAs across all geographies. * Transformation & Innovation: * Drive successful rollout of new EUC platforms, tools, and mobility solutions. * Deliver measurable improvements in employee digital experience * Leadership & Team Development: * Increase team engagement and retention scores across global support teams. * Build strong succession pipeline and promote cross-functional collaboration. Reporting Structure (Internal/Optional): This role reports directly to the VP, IT Infrastructure & Operations, and leads a large team that include: * Director/Managers of: * Service Now & Asset Management (HAM/SAM/CMDB) * ITSM (ServiceNow/ITIL) * End User Computing * Field IT Operations across APAC, EMEA, North America, and LATAM * Enterprise Mobility What We're Looking For: * A transformational leader with 15+ years of experience in enterprise IT operations, preferably in manufacturing or industrial sectors. * Proven success managing large global teams and complex operational ecosystems. * Demonstrated ability to modernize legacy processes, lead large-scale change, and enhance employee satisfaction through IT. * Strong working knowledge of ITIL, ServiceNow, infrastructure support, and cyber risk in the EUC space. * A self-starter who thrives in fast-paced environments and can navigate across technical and business domains with ease. Education & Experience: * Bachelor's in Information Technology, Computer Science, Engineering, or related field (required) * MBA or advanced degree (preferred) * ITIL, PMP, or relevant certifications a plus