Job Description

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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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

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