Senior Director of IT, ITSM & End User Experience (Remote)

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

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.