End User Services Director

Boston, MA, United States

Aptiv is a global technology company that develops safe, green and connected solutions which are enabling the future of mobility. The company has over 200,000 employees across 11 technical centers, 131 manufacturing locations in 48 countries and generates over $20B in revenues per year.

Aptiv focuses on addressing the future needs of the auto industry through improved safety, electrification, and new mobility solutions. We are now uniquely positioned as the leading global technology company serving both the traditional automotive and new mobility markets.

The End User Services Director plays a pivotal role in driving the digital workplace transformation, strategic vision, management and optimization of end user services within the organisation. This position requires a dynamic senior leader with a strong blend of technical expertise, managerial acumen and customer-centric focus to ensure that end users have access to reliable, secure and efficient computing resources to support their daily operations and to provide a best in class user experience.

Your Role:

Strategic Planning and Leadership:

Develop a comprehensive strategic plan for end user services, collaboration and conferencing equipment aligned with organizational objectives and industry best practices.

Lead and inspire a diverse team of IT professionals providing mentorship, guidance and direction to foster a culture of innovation, collaboration and operational excellence.

Collaborate with key stakeholders including executive leadership, department heads, business units and managed service providers to align technology initiatives with business goals and priorities.

Service Development and Implementation:

Collaborate with the IT Infrastructure and Cyber Security Architecture team to conduct ongoing assessment of emerging technologies, trends and user requirements to enhance end user services capabilities and deliver seamless user experiences.

Enforce standards, policies and procedures defined by the IT Infrastructure Architecture team governing the deployment, configuration and management of end user services infrastructure, collaboration and conferencing equipment, software and services.

Ensure compliance with regulatory requirements, industry standards and security best practices across all aspects of the end user services environment.

Infrastructure Management and Optimization:

Oversee the implementation and maintenance of end user services infrastructure encompassing workstations, laptops, mobile devices, collaboration and conferencing equipment (meeting rooms, collaboration spaces, executive offices, boardrooms and customer briefing centers), virtualization platforms and productivity tools.

Proactively monitor system performance, capacity utilization and user feedback to identify opportunities for optimization, scalability and enhancement.

Collaborate with cross-functional teams to integrate end user systems with network infrastructure, security solutions and cloud services for seamless interoperability and data protection.

User Support and Training:

Establish and maintain robust user support mechanisms, including helpdesk services, knowledge bases and self-service portals to address user inquiries, troubleshoot technical issues and facilitate rapid resolution.

Develop and deliver comprehensive training programs, workshops, and resources to empower end users with the knowledge, skills and tools needed to maximize productivity and efficiency.

Promote user engagement and feedback mechanisms to solicit input, gather insights and continuously improve the quality and responsiveness of end user support services.

Vendor Management and Procurement:

Evaluate vendor products, solutions and service providers to assess their suitability, reliability and alignment with organizational requirements and objectives.

Negotiate contracts, service level agreements (SLAs) and pricing terms with vendors to optimize value, mitigate risks and ensure timely delivery of products, services, and support.

Foster strategic partnerships and collaborative relationships with key vendors, leveraging their expertise, resources and innovation to drive continuous improvement and competitive advantage.

Budget and Resource Allocation:

Develop, manage and optimize budgets for end user services initiatives including capital investments, operational expenses and staffing requirements in accordance with financial guidelines and organizational priorities.

Allocate resources effectively, prioritize projects and track expenditures to ensure alignment with strategic objectives, performance targets and return on investment (ROI) metrics.

Prepare regular reports, forecasts and presentations for senior leadership and stakeholders to communicate progress, achievements and challenges related to End user services .

Your Background:

Bachelor's Degree in Computer Science, Information Technology, or related field; Master's degree or MBA preferred.

10+ years of progressive experience in IT leadership roles with a focus on End user services , service delivery and enterprise architecture.

Demonstrated track record of successfully leading cross-functional teams, managing complex projects and driving technology transformations in dynamic environments.

Expertise in end user services technologies including hardware platforms (meeting and boardroom conferencing and collaboration equipment, MS Teams Rooms, Cisco Webex etc.), operating systems (Windows, MAC, Ubuntu), productivity suites (Office/O365), collaboration tools (Teams, Webex, Zoom), management tools (Intune, Autopilot, SCCM, Tanium, Jamf) and mobile devices (4/5G cellular Android and iPhone).

Proficiency in IT service management frameworks and methodologies, such as ITIL, COBIT, and Agile with a strong emphasis on process optimization, governance and continuous improvement.

Excellent communication, negotiation and stakeholder management skills, with the ability to articulate technical concepts, influence decision-making and build consensus among diverse audiences.

Professional certifications such as ITIL Expert, PMP, CISSP, or CISA are highly desirable and demonstrate a commitment to professional development and industry best practices.

Additional Information:

This position may require occasional travel to regional offices, data centers or vendor facilities for meetings, training sessions or project deployments.

The End User Services Director reports directly to the Executive Director of Infrastructure Services and collaborates closely with other members of the executive leadership team to shape the organization's technology strategy and roadmap.

The role may involve participation in industry forums conferences, and professional associations to stay abreast of emerging trends, innovations and best practices in end user services and digital workplace solutions.

Why join us?

You can grow at Aptiv. Whether you are working towards a promotion, stepping into leadership, considering a lateral career move, or simply expanding your network - you can do it here. Access Aptiv Academy training sessions (internal and external), e-books, and audio learning library

Learn new skills on a monthly basis

You can have an impact . Safety is a core Aptiv value; we want a safer world for us and our children, one with: Zero fatalities

Zero injuries

Zero accidents

You have support . Our team is our most valuable asset. We ensure you have the resources and support you need to take care of your family and your physical and mental health with a competitive health insurance package.

Your Benefits at Aptiv:

Private health care effective day 1 of employment

Life and accident insurance

Hybrid and flexible working hours

Paid Time Off (Holidays, Vacation, Designated time off, Parental leave)

Relocation assistance may be available

Learning and development opportunities

Discount programs with various manufacturers and retailers

Recognition for innovation and excellence

Opportunities to give back to the community

Tuition Reimbursement

Adoption Assistance

Fertility Coverage

Apply today, and together let's change tomorrow!

Privacy Notice - Active Candidates: https://www.aptiv.com/privacy-notice-active-candidates

Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.

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