Haleon
Head of End User & Workplace Services
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Welcome to Haleon
We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.
Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.
Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.
Role Summary
The Head of End User Services & Digital Workplace is the senior accountable leader for the strategy, evolution, performance and end-to-end digital workplace experience for colleagues globally.
The role owns a significant enterprise technology portfolio spanning Modern Workplace, End User Computing, Digital Employee Experience, Service Desk and Desk-Side Services, Executive Technology Support, AV and Workplace Technology, end-user device and asset lifecycle management, and associated strategic partners and suppliers.
Accountable for both run, evolution and transform, the role will define the future Digital Workplace strategy and multi-year investment roadmap while ensuring existing services remain secure, resilient, performant and cost-effective. The role will establish the standards, operating model, governance and capabilities required to deliver a consistent global employee experience while accommodating legitimate business, geographic and persona-specific requirements.
A key leadership mandate is to transform traditional End User Services from a reactive, technology-centric support model into an experience-led, data-driven and increasingly proactive, predictive and autonomous Digital Workplace, using Digital Employee Experience telemetry, observability, AI, automation and self-healing capabilities to prevent and resolve technology friction before it impacts colleagues.
The Head of End User Services & Digital Workplace will also ensure that investment in workplace technology, including AI-enabled productivity capabilities, translates into measurable improvements in employee experience, productivity, security, resilience and business value.
Key Responsibilities
End User Services & Workplace Strategy
- Own and define the global End User Services and Digital Workplace vision, strategy, target operating model and multi-year transformation roadmap, aligned to enterprise technology strategy security posture and business priorities.
- Provide strategic leadership across the complete Digital Workplace ecosystem, establishing clear service and capability models, ownership, decision rights, standards and governance.
- Translate emerging technology, changing employee expectations and evolving ways of working into a coherent workplace technology strategy and investment portfolio.
- Drive simplification, standardisation and rationalisation of the workplace estate, reducing unnecessary complexity, duplication, technical debt and cost.
- Act as a senior technology advisor to executive and business leadership on Digital Workplace strategy, employee technology experience, investment, risk and emerging capabilities.
- Maintain awareness of market and technology developments and ensure the organisation continues to benchmark appropriately against leading Digital Workplace practices.
End-to-End Service, Product & Experience Ownership
- Provide end-to-end accountability for the performance, experience, resilience, security, cost and evolution of End User Services and Digital Workplace capabilities.
- Establish a mature product and service ownership model in which services have clear accountability across strategy, architecture, lifecycle, investment, risk, performance, experience and continual improvement.
- Ensure accountability extends across internal organisational and external supplier boundaries, eliminating gaps between workplace platforms, infrastructure, networks, identity, cyber security, applications and support organisations.
- Own the overall employee technology experience and ensure services are designed around business and employee outcomes
- Establish clear service integration, RACI, dependencies and governance across the complete Digital Workplace ecosystem.
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Modern Workplace, Engineering & Technology Strategy
- Provide senior ownership of the Modern Workplace technology ecosystem, including Microsoft 365, Teams, SharePoint, Exchange, endpoint technologies, collaboration, productivity platforms and emerging AI-enabled capabilities.
- Define the strategic direction, engineering standards, architecture guardrails, platform roadmaps and lifecycle requirements required to provide secure, scalable and resilient workplace services.
- Partner with Enterprise Architecture, Cyber Security, Identity, Data and Platform Engineering to ensure workplace technologies are appropriately architected, secure, supportable and operationally ready.
- Drive cloud-native and evergreen approaches to workplace technology management, reducing reliance on legacy technologies and traditional large-scale upgrade programmes.
- Maintain clear visibility of technology currency, lifecycle risk, obsolescence and technical debt, supported by multi-year investment and remediation plans.
- Ensure innovation is appropriately evaluated and translated into tangible employee and business value
AI, Automation & Autonomous Digital Workplace
- Define and lead the strategy for AI-enabled, automated and increasingly autonomous workplace operations.
- Use AI, AIOps, observability, DEX telemetry and automation to identify, prevent and remediate technology issues before colleagues experience disruption.
- Drive capabilities including self-healing endpoints, automated remediation, zero-touch provisioning, intelligent request fulfilment, virtual agents, automated software deployment and predictive issue identification.
- Establish measurable objectives for reducing manual intervention, avoidable contacts, repetitive operational activity and employee technology friction.
- Lead the workplace technology enablement of enterprise AI productivity capabilities, including Microsoft Copilot and future AI technologies, working with Cyber Security, Data, Architecture and Governance to ensure secure and responsible adoption.
- Ensure AI investment is supported by measurable adoption, productivity and value-realisation outcomes.
End User Support & Executive Technology Services
- Own the strategy, operating model and performance of Service Desk, Desk-Side, field and associated employee technology support services.
- Transform traditional support towards a modern omnichannel model incorporating self-service, knowledge management, virtual agents, automation and high-value human support.
- Drive a structured Shift Left and demand elimination strategy, focusing not simply on resolving incidents faster but permanently eliminating the causes of avoidable demand.
- Own the Executive Technology Support capability, providing high-touch, proactive and discreet technology support for senior leaders and other critical user communities.
- Ensure executive productivity is protected through proactive technology readiness for critical meetings, events, travel and leadership activities.
- Ensure insights from Executive Support and employee support services are systematically translated into wider service and technology improvements.
Cyber Security, Zero Trust, Risk & Resilience
- Ensure security, privacy and resilience are embedded by design across all End User Services and Digital Workplace capabilities.
- Partner with Cyber, Risk & Compliance to maintain a Zero Trust-aligned workplace environment, incorporating device identity and health, conditional access, strong authentication, least privilege, endpoint protection, encryption and risk-based access.
- Ensure strong governance of endpoint security, vulnerability remediation, patch compliance, security configuration and technology currency.
- Own Digital Workplace technology risks, audit findings and remediation programmes, ensuring appropriate executive visibility and timely resolution.
- Own the resilience and continuity of critical workplace services and ensure employees can remain productive during major technology, cyber, site or supplier disruption.
- Participate in enterprise operational resilience, disaster recovery and cyber-response exercises and ensure lessons learned are incorporated into future service design.
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Supplier, Commercial, Financial & Value Management
- Own the commercial and operational performance of strategic suppliers supporting End User Services and Digital Workplace.
- Establish robust executive supplier governance spanning SLAs, KPIs, XLAs, contractual performance, financial performance, risk, innovation and continual improvement.
- Ensure suppliers are accountable for end-to-end outcomes and that supplier or contractual boundaries do not adversely affect employee experience.
- Own or oversee material contractual changes and ensure strategic partners continually identify opportunities for automation, simplification, innovation and cost reduction.
- Own the operating and investment budgets for the Digital Workplace portfolio, providing transparent visibility of costs, consumption, forecast and investment requirements.
- Establish meaningful unit economics including cost per employee, cost per device, support cost and technology consumption.
- Drive sustainable cost optimisation through demand management, automation, technology rationalisation, licence optimisation and supplier leverage without compromising security, resilience or employee experience.
AV, Collaboration & Workplace Technology
- Own the global AV and workplace technology ecosystem, including meeting rooms, conferencing, collaboration spaces and relevant desk and room booking technologies.
- Define global technology standards, roadmaps and lifecycle strategies that deliver consistent and high-quality hybrid collaboration experiences.
- Partner strategically with Facilities, Real Estate and Workplace Experience teams to ensure physical and digital workplace strategies are aligned.
- Use employee experience, workplace utilisation and technology-performance data to inform future workplace investment.
- Ensure appropriate resilience and support models exist for executive, high-profile and business-critical collaboration environments.
Hardware Asset Management, Device Lifecycle & Technology Controls
- Own Hardware Asset Management and the global end-user device lifecycle, ensuring effective control from demand and procurement through deployment, utilisation, refresh, recovery, reuse and disposal.
- Establish a proactive, data-led device lifecycle strategy using device health, DEX telemetry, security risk, performance and employee experience to determine refresh requirements
- Ensure accurate asset and configuration information and strong integration with enterprise IT Asset Management and CMDB capabilities.
- Provide senior-level visibility of asset health, lifecycle risk, technology currency, utilisation, refresh investment and compliance.
- Own or influence software, SaaS and licence optimisation across the Digital Workplace portfolio, ensuring entitlement, deployment, adoption, utilisation and cost are transparent.
- Partner with Commercial, Procurement, SAM and FinOps capabilities to eliminate waste and optimise technology consumption.
Digital Employee Experience, Personas & User Journeys
- Own the enterprise Digital Employee Experience (DEX) strategy and capability, acting as the senior technology voice of the employee.
- Move the organisation beyond traditional infrastructure and SLA-based measurement towards Experience Level Agreements (XLAs), employee productivity and business outcomes.
- Use DEX platforms, employee sentiment, service data and technology
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