The Manager, End User Experience provides strategic and operational leadership for the technologies, services, and teams that shape the company's global digital workplace. The role leads end-user computing, collaboration platforms, service desk operations, and enterprise and commercial business applications, including Microsoft 365, Exchange, SAP client access, SaaS offerings, CRM, planning systems, business services, and product-support platforms.
This leader partners with business and IT stakeholders to deliver secure, reliable, scalable, and intuitive solutions; optimizes the Microsoft ecosystem; owns technology and application roadmaps, vendor relationships, change management and adoption, service performance, and continuous improvement; and develops a high-performing, customer-focused team.
Essential Duties and Responsibilities:Strategy, Governance, and Business Alignment
- Define and execute the global end-user experience strategy across end-user computing, collaboration, service desk, enterprise applications, and commercial IT services.
- Partner with business and IT leaders to translate priorities into requirements and multiyear product and technology roadmaps aligned to business outcomes.
- Establish governance, standards, policies, lifecycle practices, metrics, and reporting for service health, risk, investment, adoption, and business value.
- Evaluate industry and product trends to improve user experience, productivity, resilience, security, and cost effectiveness.
End-User Computing and Collaboration
- Lead engineering, operations, support, and lifecycle management for end-user devices, operating systems, mobile technologies, peripherals, collaboration tools, and related services.
- Own strategy, adoption, technical direction, and operational health for the Microsoft ecosystem, including Microsoft 365, Exchange, Teams, SharePoint, OneDrive, Intune, endpoint management, and related capabilities.
- Ensure platforms and device-management practices meet expectations for security, availability, performance, reliability, compliance, usability, and diverse workforce needs.
- Oversee end-user computing and collaboration initiatives from design through implementation, transition, adoption, and support.
Business Applications and Product Support
- Lead the portfolio supporting business operations and commercial capabilities.
- Establish ownership, service models, support tiers, escalation paths, roadmaps, lifecycle plans, and integration standards.
- Partner with business owners, product owners, architects, cybersecurity, infrastructure, vendors, and implementation partners to deliver secure, resilient and scalable solutions.
- Prioritize enhancements, defects, upgrades, integrations, and technical debt based on value, risk, customer impact, and capacity.
- Ensure application performance, availability, access, data integrity, controls, documentation, licensing, and support readiness meet standards.
Service Desk and User Experience
- Provide direction for service desk operations and timely, professional support, including appropriate after-hours escalation coverage.
- Establish relevant metrics and ensure the service level is maintained for improved customer experience.
- Balance dependable daily operations with automation, self-service, knowledge management, proactive support, and continuous improvement.
- Use customer insights and service data to remove obstacles and improve the end user experience.
Vendor, Financial, and Change Management
- Manage vendor and partner performance, service levels, risks, renewals, contracts, licensing, value realization, and escalations.
- Manage operating and project budgets and optimize cost, demand, licensing, and the technology portfolio.
- Lead organizational and technology changes through stakeholder engagement, communications, training, adoption, readiness, and reinforcement.
- Ensure deployments, releases, and changes follow established controls and minimizes business disruption.
People Leadership
- Build an inclusive, high-performing, customer-focused culture centered on accountability, collaboration, learning, service excellence, and continuous improvement.
- Coach, develop, and evaluate direct reports; set goals, provide feedback, conduct performance reviews, and create development and succession plans.
- Develop capabilities in product ownership, application management, engineering, operations, customer experience, vendor management, and business partnership.
Operational Leadership and Risk Management
- Identify and mitigate operational, technology, vendor, and application risks; lead complex or high-impact escalations.
- Participate in support activities as needed, back up other IT Operations leaders, and perform other assigned duties.
Education and/or Work Experience Requirements: Required
- Bachelor's degree in computer science, information systems, business administration, or a related field, or equivalent experience.
- 10 years + of IT experience including 5+ years of leading end user experience and applications function.
- Progressive leadership experience across IT operations, end-user technologies, collaboration, service management, or enterprise/business applications.
- Demonstrated success in people leadership, coaching, performance management, talent development, and leading change.
- Experience managing business-critical platforms such as Microsoft 365, Exchange, SAP client access, SaaS offerings etc.
- Knowledge of service metrics, incident, problem, change and release management, vendor management, budgets, and continuous improvement.
- Strong customer, relationship, conflict-resolution, collaboration, and business communication skills; ability to support off-hours needs when required.
Preferred
- Experience leading global or distributed teams and 24x7 operations.
- Experience with ITIL or similar frameworks, product management, organizational change, adoption, managed services, and enterprise technology agreements.
- Relevant Microsoft, cloud, service management, project management, or enterprise application certifications.
Critical Competencies: - Strategic thinking, business alignment, and technology portfolio leadership
- Service orientation, customer experience, and operational excellence
- People leadership, coaching, talent development, teamwork, and collaboration
- Vendor, financial, commercial, and risk-management acumen
- Change leadership, stakeholder engagement, adaptability, and decision-making quality
- Clear written, verbal, and executive communication
Working conditions and/or Physical Requirements:
- Working conditions associated with normal office environment.
- Ability to operate standard office equipment (e.g., computer, telephone, copier, printer, etc.).
- Ability to effectively communicate in both small and large groups and settings.
- Ability to traverse between multiple locations in Ohio and Pennsylvania as needed.
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
Swagelok provides a comprehensive package of valuable benefits called Total Rewards focused on health and wellness, compensation, retirement planning, and supplemental rewards.
To apply:
1. Click 'Apply Now' to the role of interest, upload your resume and complete the application.
2. Those that match our qualifications will be contacted to schedule a phone interview.
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