Director, Digital Employee Experience Systems

Job Description

Zendesk is looking for a passionate Director to lead our Employee Experience Systems Teams. The role is available from two locations : Kraków, Poland or Pune, India.

What you'll be doing

Develop & execute a Digital Employee Experience Assessment, Strategy, and 3 year plan

Recruit, onboard and develop talented IT Professionals and third party providers.

Grow and mature the team so that they can undertake and support & deliver applications end-to-end..

Create mechanisms and processes for onboarding and offboarding of business systems for your services.

Conduct monthly and quarterly business partner alignment forums, in conjunction with CIO leadership  to further mature our business relationships and expand the scope of service.

As ambassador for IT to our staff at Zendesk you will continue to build the brand of ‘Best in class IT at scale’ while delivering incredible customer service

Help Manage the smooth running of all IT systems, including many cloud-based applications and local hardware policies

Develop relevant metrics, dashboards and processes to become a data driven organization.

Maintain currency, expertise and competency of relevant products, policies, and methods for support delivery

Maintain a sense of humor while working in a fast-paced dynamic team

What you bring to the role

10+ years in IT Application Management, 6+ years in management with at least 2+ years managing managers / sr manager.

Experience in application support and delivery for Digital Employee Experience applications, including Legal, Content, Collaboration, and Office Productivity tools. Ideally, you and your teams have supported platforms such as Google Workspace, Slack, Zoom, Atlassian, or comparable alternatives.

Proven experience managing software vendors, including contract negotiations, monitoring vendor performance against KPIs and SLAs, and collaborating with them to introduce new features within the organization.

Experience driving feature adoption, eliminating redundant features, rationalizing applications, and integrating tools within the application stack.

Manage the migration of new businesses acquired through M&A onto the application stack, including the deprecation of their legacy systems.

Ability to travel 10-20%

Ability to work flexible hours to connect with peers and partners around the globe 10% of the time :

Able lead the team to meet deliverables and drive work to completion within specified timelines

Collaborative, upbeat work ethic where you can take ownership and have fun

Preferred Qualifications :

Passionate about the Digital Employee Experience - constantly looking for ways to minimize friction and maximize experience.

Passionate about cloud tools and curious about continuously learning how to manage those in an enterprise environment

Collaborate closely with peers in the IT Global Service Desk to support routine service requests for applications within the stack.

Superior leadership skills with proven ability to effectively manage and develop a diverse team of people, and facilitate effective cross-cultural business interaction

Experience supporting internal customers

Natural problem solver who enjoys identifying ways to make your team and customers lives better

Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames

Thoughtful decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives

Work with colleagues & Senior leaders to deliver ideas and solutions to many audiences including your team and C-Staff

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Hybrid : In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.