Boston Scientific Director Digital Workplace Global Services 

Costa Rica, Alajuela Province, El Amparo 

778487647

Costa Rica-Coyol

About the role:

As the Director, Digital Workplace and Global IT Services, you will report to the CIO and work closely with the infrastructure and operations teams as well as other IT teams and Boston Scientific sites and regions globally. You will be responsible for leading all facets of user support, including on-site services, remote services, and self-service/automation services. You will also be involved in strategic initiatives related to the digital workplace/user experience function, such as the Global Workplace Strategy, Boston Scientific IT Strategy, Employee Experience Initiative, and Functional Service Community of Practice.

Your responsibilities include:

• Developing and executing the vision and roadmap for the digital workplace/user experience function, aligning with the business objectives and IT priorities
• Managing a global team of IT professionals, providing guidance, coaching, and performance management
• Ensuring the delivery of high-quality, reliable, and secure digital solutions and services that meet the needs and expectations of the users and stakeholders
• Driving continuous improvement and innovation in the digital workplace/user experience function, leveraging best practices, industry trends, and user feedback
• Responsible for the strategic direction, configuration, and continuous improvement of the ITSM ServiceNow platform.
• Establishing and maintaining effective relationships and partnerships with internal and external customers, vendors, and peers
• Managing the budget, resources, and risks for the digital workplace/user experience function
• Communicating and demonstrating the value and impact of the digital workplace/user experience function to the organization

To succeed in this role, you should have:

• Bachelor's degree in computer science, information systems, or related field
• 10+ years of experience in IT, with at least 5 years in a leadership role
• Proven track record of delivering successful digital solutions and services for a large and diverse user base
• Strong knowledge and experience in user support, user experience, and digital workplace technologies and tools
• Have specialized expertise in IT Service Management (ITSM)
• Excellent communication, collaboration, and influencing skills
• Strategic thinking, problem-solving, and decision-making skills
• Ability to adapt to changing business and IT environments and manage multiple priorities
• Customer-centric and results-oriented mindset

Preferred Qualifications:

• Ability to define and communicate strategic initiatives and oversee the development of long-term plans and proposals to ensure effective implementation and business results.
• Ability to effectively drive business, culture, and technology change in a dynamic and complex operating environment.
• Ability to effectively coordinate, allocate, and manage resources and projects throughout multiple teams
• Knowledge of trends and developments in the fields of user experience, customer service, and digital workplace technologies.
• Information management and quantitative skills, including working knowledge of IT infrastructure, various technologies/platforms, and enterprise-specific vendor solutions.
• Exceptional analytical, written, oral, and presentation skills with proven track record of effectively communicating actionable insights.
• Exemplary diplomatic skills and ability to help senior business leaders see value, opportunities, and risks beyond their own area of expertise
• Ability to understand problems from a broad perspective and anticipate the impact of administrative issues and solutions.
• Drives a constant flow of solution and service improvements to reduce cost and improve employee productivity using process and digital solutions
• Able to lead a global team over all time zones bringing different cultures together in a high performing team. Motivates team members in a remote, multicultural setting
• Maintains a sense of customer focus on needs and quality of service in a global environment
• Collaborates freely across the organization at different levels, easily builds relationships, influences and represent their area of responsibility
• Based on metrics, drives improvements and changes in the solutions and services provided