Senior Manager, End User Automation

Job Summary

A company is looking for a Senior Manager, End User Productivity & Automation to lead their global IT support experience.

Key Responsibilities

• Lead and mentor a high-impact global support team to foster a culture of ownership and accountability
• Drive automation and AI adoption to transform support delivery through innovative solutions
• Establish and monitor KPIs for operational health, guiding decisions with data-driven insights

Required Qualifications

• 10+ years in IT support or end-user services, with 5+ years in a leadership role managing global remote teams
• 4+ years of hands-on experience using ServiceNow for automation, reporting, and workflow design
• Experience applying AI/GenAI tools to IT support workflows or data analysis
• Proven ability to analyze complex datasets to inform service improvement strategies
• Strong automation mindset with experience deploying self-service platforms in IT operations