Director - Solutions Architect

The Director of Digital Workplace Services is a senior technology leader responsible for defining and delivering the digital employee experience across the enterprise. Focused on End User Computing (EUC) and Service Desk operations, this role drives innovation, reliability, and user satisfaction by aligning workplace technology with business goals. Acting as a strategic architect, the Director ensures that employees can work securely, efficiently, and seamlessly from anywhere.

***

Purpose of the Role

This position provides leadership and vision for the organization’s digital workplace, setting the strategy for device platforms, collaboration tools, and global service desk operations. The Director is accountable for ensuring digital workplace services are user-centric, secure, cost-effective, and continuously evolving to meet modern workforce needs.

***

Key Responsibilities Strategic & Architectural Leadership

• Define and communicate the multi-year digital workplace roadmap aligned to organizational strategy.
• Serve as the solutions architect for EUC and Service Desk, ensuring scalability, security, and user-centric design.
• Champion innovation by leveraging industry trends, modern workplace platforms, and automation technologies.
• Build a culture of continuous improvement across teams and services.

End User Computing (EUC)

• Oversee architecture and lifecycle management of end user devices (desktops, laptops, mobile, VDI, peripherals).
• Drive adoption of cloud productivity suites (Microsoft 365, Google Workspace) and collaboration platforms.
• Ensure endpoint compliance, security, and data protection in collaboration with cybersecurity.
• Standardize devices and platforms to reduce complexity and enhance supportability.

Service Desk Leadership

• Direct global Service Desk operations, ensuring multi-channel support (phone, chat, email, self-service).
• Implement ITIL-based processes for incident, request, and problem management.
• Leverage AI, automation, and self-service portals to streamline support and improve first-contact resolution.
• Set KPIs and service metrics (SLA compliance, customer satisfaction, ticket resolution times).
• Drive workforce development through training, mentoring, and knowledge management.

Digital Workplace Transformation

• Lead enterprise programs to modernize workplace technologies, enabling hybrid and flexible work.
• Partner with HR, Facilities, and business units to create seamless physical and digital workplace experiences.
• Promote accessibility, inclusivity, and usability in all workplace solutions.
• Own change management, adoption strategies, and communication for new tools and services.

Vendor & Budget Management

• Manage vendor partnerships for EUC hardware, software, and managed services.
• Lead contract negotiations, procurement, and vendor performance reviews.
• Own budget planning and financial governance for digital workplace services.
• Identify opportunities to optimize costs while maintaining service quality.

Governance, Risk & Compliance

• Ensure compliance with data privacy, regulatory, and security requirements.
• Collaborate with audit and risk teams on assessments, remediation, and controls.
• Establish and enforce policies and governance for EUC and Service Desk operations.

Stakeholder Engagement

• Act as the primary liaison for digital workplace services with senior executives and business leaders.
• Translate complex technical concepts into clear business value.
• Represent the organization in industry events, forums, and vendor discussions.

***

Desired Qualifications & Experience

• Bachelor’s or Master’s degree in IT, Computer Science, Business, or related field.
• 10+ years in IT leadership, with significant experience in EUC, Service Desk, or Digital Workplace domains.
• Proven record of delivering enterprise-scale workplace transformation initiatives.
• Deep knowledge of ITIL frameworks, endpoint management, cybersecurity, and cloud workplace platforms.
• Strong vendor management and financial planning expertise.
• Excellent communication, collaboration, and stakeholder management skills.
• Prior experience with Systems Integrators (SI) or consulting organizations a plus.

***

Key Competencies

• Strategic Vision – Anticipates future digital workplace needs and industry shifts.
• Architectural Thinking – Designs scalable, secure, and innovative workplace solutions.
• Change Leadership – Drives adoption of new technologies through effective communication and engagement.
• Operational Excellence – Delivers reliable, high-performance services globally.
• User-Centric Mindset – Champions employee experience in all workplace initiatives.
• Collaboration & Influence – Builds trust and alignment across business and technology teams.

***

Reporting Structure

Reports to the Chief Information Officer (CIO) or equivalent senior executive. Leads global teams ac

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.