Senior Manager - Group Digital - Head of Modern Workplace

About the capability / domain

Group Digital is the internal technology division and is accountable for delivering a range of services to the UK and Swiss Firms. Taking a holistic approach, this includes gathering requirements, solution design, build and run and the execution of complex change portfolios focused on security, data, core infrastructure and business applications.

About the team

The Modern Workplace Team will be accountable for delivering a great user experience for colleagues across the UK and Switzerland. They will leverage capabilities in the investment Group Digital have made in Nexthink, Servicenow AgentIC AI and NowAssist, and Microsoft Intune and Autopilot.

Role purpose

The role of Head of Modern Workplace will lead the modern workplace team within KPMG to provide a strategic vision for modern workplace in the organisation, including managing the key vendors and the underpinning products/contracts. The role will be accountable for ensuring a consistent, measurable and optimised user experience across all relevant devices and the associated products/services.

Key accountabilities

• Shapes and sets long term technology and business strategy, ensuring alignment with organisational goals.
• Provides leadership for all technology services, ensuring operational excellence, performance, and continuous improvement.
• Defines, negotiates, and governs service levels to ensure service outcomes meet organisational expectations.
• Directs lifecycle strategy and optimisation for all hardware and software assets, ensuring control, value, and compliance.
• Leads strategic supplier relationships and performance governance to maximise service quality and commercial value.
• Oversees major contracts, ensuring effective commercial outcomes, compliance, and delivery against commitments.
• Prioritises and governs the organisational change portfolio, ensuring investment alignment with long term strategy.
• Builds and maintains influential relationships with senior stakeholders, aligning competing priorities to organisational strategy.

Key responsibilities

• Own strategic supplier relationships and outsourced service delivery, ensuring contractual obligations and business outcomes are achieved.
• Manage budgets, forecasts and cost optimisation activities, ensuring effective value realisation from workplace services.
• Own the Modern Workplace capability, service roadmap and associated services, translating Group Digital strategy into measurable business outcomes.
• Lead delivery of workplace services, ensuring performance, governance, risk management and continual improvement.
• Communicate service performance, risks and opportunities through clear, data-driven reporting.
• Lead end-user support, workplace technology and Digital Employee Experience (DEX) services across the organisation.
• Drive operational excellence across service management processes, including incident, request, problem and major incident management.
• Leverage data, telemetry and platforms such as Nexthink to proactively improve user experience and service performance.
• Oversee lifecycle management of laptops, mobile devices, peripherals and associated endpoint services, including procurement, imaging, deployment, refresh, recovery and disposal
• Own software lifecycle management for end-user computing platforms, including rationalisation, standardisation, lifecycle planning and usage governance.

Key skills, experience

• Significant experience leading Modern Workplace, End User Computing or Workplace Technology services within a complex enterprise environment.
• Proven experience owning a technology capability, service domain or operational function and delivering outcomes with minimal direction.
• Experience managing strategic suppliers, outsourced service providers and offshore delivery teams.
• Demonstrable experience of commercial, contractual and financial management, including budgeting and supplier governance.
• Strong knowledge of workplace technologies, endpoint management, software lifecycle management and collaboration services.
• Excellent stakeholder management, influencing and communication skills, with experience engaging senior leaders and executive stakeholders.

Qualifications

• ITIL v4 Managing Professional, Strategic Leader or equivalent certification.
• Prince2, Agile or equivalent project delivery qualifications.

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