Head of Digital Workplace & End User Experience
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Job Location:
Monthly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
HeadofDigital Workplace & End User ExperienceISS
Location Krakow Poland
Subject to Consultation
About the role
We are looking for an experienced Head of Digital Workplace and End User Experience to join our Infrastructure Security and Services function within I&T.
As theHead of Digital Workplace & End User Experienceyou willown the employee digital experience from the device in their hands to the collaboration platforms they rely on. This role ensures that DS Smiths people are empowered with secure reliable and intuitive tools that drive productivity engagement and satisfaction.
Success is measured not only through service performance but also through employee sentiment digital adoption and overall experience quality.
Key responsibilities for theHead of Digital Workplace & End User Experienceare:
Digital Workplace Strategy & Leadership
Define and lead the Digital Workplace strategy for DS Smith covering device lifecycle collaboration tools and user experience design.
Partner with HR Communications and Business IT functions to deliver a cohesive people-centric digital experience.
Establish standards for workplace technology ensuring scalability security and cost efficiency.
Device & Platform Management
Oversee the full lifecycle of client devices (build deployment patching refresh) across EMEA.
Manage collaboration and productivity platforms including Microsoft 365 Teams and SharePoint.
Drive simplification and standardisation of device and application configurations to enhance user experience and reduce support complexity.
End User Security & Compliance
Partner with Cybersecurity Operations to safeguard the end-user environment through endpoint protection MFA and access controls.
Maintain compliance with DS Smiths IT policies and security standards while ensuring minimal disruption to user productivity.
Promote security awareness and good digital hygiene across the workforce.
Service Desk & End User Support
Provide operational ownership of the Service Desk ensuring responsiveness resolution quality and continual improvement of the support experience.
Implement proactive support models knowledge management and self-service enablement to improve first-contact resolution.
Embed experience-based metrics and user feedback loops into service operations.
Experience Measurement & Improvement
Develop andmaintaina digital experience measurement framework that blends SLA/OLA data with user sentiment and satisfaction insights.
Use analytics toidentifypain points drive root-cause elimination and continuously enhance service quality.
Partner with HR and Communications to measure employee experience maturity and technology adoption.
Leadership & People Development
Lead a distributed team of Digital Workplace Service Desk and Collaboration specialists (both internally and externalpartners).
Foster a culture focused on service excellence innovation and user empathy.
Build strong partnerships with regional IT teams and key service providers to deliver consistent high-quality support.
About you
Demonstrable leadership of end-user computing and collaboration environments in a large distributed organisation.
Experience managing service desk and end-user support operations at scale ideally in a hybrid on/offshore model.
Proven success delivering modern workplace transformation programmes (e.g. M365 adoption endpoint modernisation).
Strong understanding of user experience measurement and continuous improvement frameworks.
Vendor management experience across managed service and software providers.
Deep technical understanding of Microsoft 365 ecosystem and endpoint management (Intune SCCM autopilot).
Familiarity with ITIL service management frameworks and experience management (XLA) principles.
Excellent stakeholder engagement and communication skills with a people-first mindset.
Strong ability to balance experience quality security and operational efficiency.
Required Experience:
Director
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
DS Smith is an international packaging company, offering sustainable, plastic-free packaging, integrated recycling services, and sustainable paper products.
