Director Digital Workplace Services and ITSM

About Carrier:

Carrier global leader in intelligent climate and energy solutions is committed to creating innovations that bring comfort safety and sustainability to life. Through cutting-edge advancementsin climate solutions such astemperature control air quality and transportation we improve lives empower critical industries and ensure the safe transport of food life-saving medicines and more. Since inventing modern air conditioning in 1902 we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class inclusive workforce that puts the customer at the center of everything we do. For more information visit follow Carrier on social media at @Carrier.

About This Role

The Director Digital Workplace Services and ITSM leads global digital workplace services including the Service Desk onsite support endpoint operations and enterprise user experience initiatives. This role ensures a high-quality end-user experience reliable IT operations across manufacturing and office environments and adoption of AI-enabled service capabilities. The leader will drive service transformation manage global MSP partners and oversee programs that improve operational reliability experience quality and cost efficiency.

Key Responsibilities:

• Direct global Service Desk onsite support and field services across 160 countries.

• Oversee MSP/vendor performance SLAs/XLAs operational KPIs and financial governance.

• Advance AI-enabled service delivery automation self-service and digital deflection.

• Lead digital experience initiatives leveraging DEX platforms sentiment analytics and workflow automation.

• Provide oversight for endpoint management PC lifecycle planning and hardware/software provisioning.

• Manage major vendor relationships RFPs and contract negotiations driving cost optimization.

• Partner with Cyber Finance Procurement and Manufacturing to align strategy and ensure operational readiness.

• Lead global teams while communicating priorities and progress to executive stakeholders.

Required Qualifications:

• Bachelors degree.

• 10 years in IT operations service delivery or end-user services leadership.

• 5 years of experience managing multiple teams and Managed Services Providers (MSP).

• 5 years of experience in IT Operations or digital workplace technologies.

• 2 years of experience implementing AI/automation in service delivery environments.

Preferred Qualifications:

• Bachelors degree in Information Technology or Business.

• DEX/experience management platforms (e.g. NexThink) AIOps workflow automation.

• Vendor negotiation contract management and financial planning.

• Executive communication and stakeholder management.

• Strong change leadership and ability to drive global transformation.

RSRCAR

Benefits
Employees are eligible for benefits including:

• Health Care benefits: Medical Dental Vision; wellness incentives

• Retirement benefits

• Time Off and Leave: Paid vacation days up to15 days; paid sick days up to 5 days; paid personal leave up to 5 days; paid holidays up to 13 days; birth and adoption leave;parental leave; family and medical leave; bereavement leave; jury duty; military leave;purchasedvacation

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account

• Tuition Assistance

To learn more about our benefits offering please click here: Work With Us Carrier Corporate The specific benefits available to any employee may vary depending on state and local laws and eligibility factors such as date of hire and the applicability of collective bargaining agreements.

The annual salary for this position is between $212000 $297000 annually. Factors which may affect pay within this range include but are not limited to skills education experience and other unique qualifications of the successful candidate.

This position is entitled to both short and long-term incentives subject to plan requirements.

Applications will be accepted for at least 3 days from Job Posting Date. Job Posting Date: 12/02/2025

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status age or any other federally protected class.

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