The Vice President of Digital Workplace & Support will lead the global strategy and operations for enterprise end-user support services across Comcast, Sky, and Field and Region Operations. This role is accountable for ensuring that employees have access to world-class support across devices, applications, collaboration platforms, and workplace technologies.
By overseeing service desks, on-site support, remote assistance, and experience monitoring, the VP ensures that every employee has the tools and assistance needed to be productive. The role will drive a proactive, customer-centric culture of support, with a focus on service reliability, automation, and continuous improvement.
Core Responsibilities- Support Strategy & Operations
- Define and implement the global workplace support strategy, ensuring alignment with business and IT objectives.
- Provide executive leadership for global teams exceeding 500 employees and 100+ contractors, operating across multiple regions, time zones, and delivery models Establish and govern global outsourcing and vendor partnerships, ensuring service quality, financial discipline, and continuous SLA improvement.
- Lead service desk operations, VIP support, field support, and remote troubleshooting services.
- Set standardized global frameworks for incident management, request fulfillment, escalation, and major incident response.
- Customer Experience & Service Excellence
- Foster a customer-first, enterprise-wide service culture, delivering seamless multi-channel support (chat, voice, in-person, self-service).
- Define, monitor, and report on KPIs and SLAs at an executive level for support performance, responsiveness, and resolution quality.
- Implement proactive monitoring and feedback systems to anticipate issues and elevate the employee experience.
- Innovation & Efficiency
- Lead the transformation of workplace support through automation, AI-driven support, and self-service tools to reduce support demand and improve scalability.
- Partner with engineering teams to resolve systemic issues and embed supportability into workplace solutions.
- Continuously identify opportunities for process optimization and service transformation.
- Leadership & Governance
- Own global support budgets and resource allocation to deliver cost-effective and reliable support operations at an enterprise scale.
- Recruit, mentor, and develop support leaders and teams, promoting a culture of inclusion, empathy, and accountability.
- Represent workplace support with executive stakeholders, external partners, and industry forums.
- Lead with empathy and employee-first service mindset.
- Demonstrate strong influence without authority, partnering across IT, HR, Facilities, and business units to integrate support into the overall workplace experience.
- Embrace innovation while ensuring operational excellence and reliability.
- Build a culture of accountability, diversity, and continuous improvement.
- Extensive progressive experience in IT & Digital Workplace support, workplace services, or related leadership experience.
- Proven experience leading large‑scale, global teams through senior leaders in complex, matrixed organizations.
- Understanding Microsoft stack and Mac support for large enterprise clients
- Product and design thinking as well as thinking of support as a product
- Work on Mergers and Acquisitions and large org design for complex teams
- Track record of managing enterprise-scale support operations across diverse geographies.
- Strong background in ITSM frameworks (e.g., ITIL) and support technologies (ServiceNow, chatbots, remote monitoring tools).
- Demonstrated ability to implement automation and self-service strategies to reduce demand.
- Strong communication and relationship-building skills, with solid experience working at the executive level.
The rewards
There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here’s a taster:
- Sky Q, for the TV you love all in one place
- The magic of Sky Glass at an exclusive rate
- A generous pension package
- Private healthcare
- Discounted mobile and broadband
- A wide range of Sky VIP rewards and experiences
Inclusion & how you'll work
We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.
We’ve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You’ll find out more about what hybrid working looks like for your role later on in the recruitment process.
Your office space
Osterley
Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers.
On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon.
We'd love to hear from you
If you believe in better, we’ll back you all the way.
Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.
