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
- 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.
- 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.
- 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.
- 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.
- 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
