VP IT Operations - Workplace Experience

Why GM Financial Technology?

Innovation isn’t just a talking point at GM Financial, it’s how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We’re committed to AI-powered transformation, using advanced machine learning and automation to help us reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry.

Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact.

About The Role:

The VP IT Operations - Workplace Experience is responsible for defining and executing the enterprise strategy for a seamless, productive, secure and engaging employee technology experience. This executive leads Workplace Experience capabilities that include end-user computing, Service Desk, Field Services, Digital Employee Experience (DEX), virtual desktop services, employee self-service, knowledge enablement and workplace technology adoption. The role establishes the vision, operating model, roadmap, governance and performance measures that connect technology services to employee productivity and business outcomes. The Vice President partners across Technology, Cybersecurity, Human Resources, Communications, Facilities, Procurement and business leadership to remove employee friction, improve technology reliability and adoption, and shift workplace services from reactive support toward proactive, insight-driven and automated experiences. The role leads a geographically distributed organization of leaders, engineers, analysts and support professionals serving office, branch, contact center, remote and hybrid employees.

Enterprise Strategy & Experience Leadership

• Create and execute a multi-year Workplace Experience strategy and roadmap aligned to enterprise priorities, workforce needs and measurable business outcomes
• Establish employee experience standards, service principles, decision rights and governance across workplace technology services
• Act as the executive advocate for employee technology experience and build alignment across Technology, Cybersecurity, Human Resources, Communications, Facilities, Procurement and business stakeholders
• Lead workplace modernization initiatives that support office, branch, contact center, remote and hybrid work environments

Digital Employee Experience & Continuous Improvement

• Own the DEX strategy, operating model, scorecards and improvement backlog using device, application, service and employee feedback insights
• Implement a structured employee listening model using telemetry, surveys, focus groups and business engagement to identify and prioritize friction points
• Drive proactive issue detection, root-cause elimination, automation and self-healing to prevent incidents and improve workforce productivity
• Create a closed-loop process that communicates outcomes to employees and demonstrates how feedback informs decisions and investment

Employee Technology Services

• Provide executive leadership for end-user computing, Service Desk, Field Services, virtual desktop services and related employee support capabilities
• Ensure consistent, secure and high-performing device, operating system, application and peripheral experiences across supported employee populations
• Oversee endpoint lifecycle, engineering standards, patching, software delivery, device health, asset accountability and service quality
• Establish clear ownership and cross-team operating rhythms for major employee-impacting technology issues

Self-Service, Knowledge & Adoption

• Drive the strategy and adoption of a unified employee technology front door, intelligent self-service and employee-facing knowledge experiences
• Establish accountability for accurate, relevant and user-friendly knowledge content across technology and application owners
• Partner with communications, training and product teams to improve adoption of collaboration, productivity, automation and AI-enabled capabilities
• Measure value realization through self-service utilization, resolution effectiveness, adoption, employee satisfaction and ticket avoidance

Operational Excellence & Risk Management

• Define and report executive-level outcomes for employee experience, service performance, device health, operational risk, financial efficiency and roadmap progress
• Ensure compliance with enterprise policies, standards, licensing obligations, regulatory requirements and applicable security controls
• Partner with Cybersecurity to balance protection, performance and employee experience, including visibility into patching and vulnerability remediation
• Lead financial planning, vendor strategy, sourcing decisions and outcome-based management of strategic partners

People & Organizational Leadership

• Build, develop and retain a high-performing, inclusive leadership and technical organization focused on employee outcomes and service excellence
• Define organizational capabilities, workforce plans, succession strategies and protected capacity required for continuous improvement
• Create a culture of accountability, transparency, innovation, collaboration and data-driven decision-making
• Provide clear executive communication on priorities, risks, performance, investment needs and results

What makes you an ideal candidate?

• Enterprise leadership capability with demonstrated success translating workforce needs into technology strategy, operating models and measurable outcomes
• Deep understanding of workplace technology, end-user computing, employee support, DEX, virtual desktop services, endpoint management and employee self-service
• Strong knowledge of IT service management, product management, experience management, automation and continuous improvement practices
• Ability to use quantitative telemetry and qualitative employee feedback to establish priorities, make investment decisions and demonstrate value
• Working knowledge of cybersecurity, identity, privacy, risk, regulatory compliance and the impact of controls on employee technology experience
• Executive presence and the ability to communicate complex topics clearly to senior leaders, business partners and technical teams
• Proven ability to lead through influence across organizational boundaries and balance employee experience, security, reliability, cost and speed
• Strategic financial, contract and vendor management skills, including outcome-based performance management
• Ability to build, develop and lead geographically distributed, multi-disciplinary organizations through change
• Strong analytical, decision-making, negotiation, written communication and presentation skills

Experience & Education

• 10 or more years of progressive technology or digital workplace leadership experience preferred
• 8 or more years leading large, complex workplace technology, end-user services, infrastructure, service management or employee experience organizations preferred
• Demonstrated experience leading enterprise transformation, service improvement or technology modernization initiatives with measurable outcomes required
• Experience leading distributed teams, strategic partners, financial plans and executive stakeholder relationships required
• Experience in a regulated industry or financial services environment preferred
• High School Diploma or equivalent required
• Bachelor's degree in Information Technology, Business, Engineering or a related field, or equivalent relevant experience, required
• Master's degree or relevant executive, technology or service management certifications preferred
• Some travel required
• Fast-paced office environment
• Flexible schedule with possibility of working long hours
• Ability to travel between company locations and support geographically distributed operations as business needs require

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.

Our Culture: Our team members define and shape our culture - an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.

Compensation: Competitive pay and bonus eligibility.

Work Life Balance: Flexible hybrid work environment, 3-days a week in office (Tuesday/Wednesday/Thursday).

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