Responsibilities

Working closely with Head of End User Services to plan and define EUS service strategy, aligning with regional and global standards. Develop service roadmaps that support business growth and incorporate innovation in user productivity, collaboration, and digital workplace transformation.
Own the EUS planning lifecycle from annual demand registration and budget planning, through service roadmap development and portfolio/pipeline governance, to resource and capacity planning across all EUS services
Serve as the EUS Business Enablement leader, bridging technology and business teams. Act as the primary liaison between end users (business units) and the IT EUS team, translating business requirements into practical EUS solutions.
Oversee major EUS initiatives and projects from inception to completion. Provide hands-on project leadership, ensuring on-time delivery and effective resource management. Plan and manage project budgets, negotiate with global Head Office for support and resources.
Inspire and mentor a team of skilled EUS professionals, fostering a culture of critical thinking, continuous learning, and service excellence. Champion cross-functional collaboration and translating complex business needs into tangible technology outcomes.
Cultivate strong relationships with senior Business and IT executives at both regional and global levels. Regularly engage with Tokyo Head Office stakeholders to ensure alignment of EUS projects with global/regional strategies and standards. Communicate effectively with Japanese stakeholders, leveraging Japanese language skills as needed.
Develop and implement service improvement initiatives to drive enhancements in user experience, collaboration, mobility, performance, security, and service levels.
Lead transformation efforts to modernize the end-user environment and support APAC business growth.
Ensure high operational reliability of EUS services. Implement robust risk management and compliance measures in end-user environments, aligning with IT governance standards.
Define clear KPIs and outcome metrics (e.g., service uptime, user satisfaction, incident resolution times, cost savings, etc.) for EUS initiatives that support business growth. Prepare and present regular status reports to stakeholders, demonstrating the business benefits delivered (such as improved productivity, risk mitigation, and cost efficiencies).
Work closely with technical solution teams and other IT and business functions to align on EUS architecture, standards, and project execution. Drive change management and adoption of new end-user technologies through effective communication and user engagement across APAC.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field. Advanced degree (MBA or similar) is a plus.
10+ years in IT Service Delivery or End User Services roles, with significant experience in multinational/regional IT operations and project management ideally in a financial or enterprise environment. Prior experience as a team lead or manager with regional responsibility is required.
Deep knowledge of End User Computing (EUC) and End User Services domains, including Microsoft 365 services, Windows client security (e.g., Intune, Endpoint management), remote access zero-trust solutions (e.g., Zscaler Private Access), collaboration tools (Teams, Zoom, WebEx), and endpoint security technologies.
Certifications like PMP/ITIL/CSM or relevant technical certificates (MS-900, MD-101, etc.) are advantageous.
Strong critical thinking, strategic planning, and problem-solving abilities. Demonstrated hands-on leadership in driving complex IT projects and transformations to successful outcomes. Exceptional stakeholder management and communication skills.
Japanese language proficiency is advantageous but not mandatory.
Proven track record of aligning technology services to business needs and delivering measurable business outcomes (growth enablement, efficiency gains, improved user satisfaction, regulatory compliance) through technology solutions. Must possess the ability to translate business requirements into technical solutions with a focus on results and value creation.
High agility to work in a dynamic, fast-paced environment with shifting priorities. A collaborative, proactive attitude, and resilience to manage unplanned tasks or urgent issues effectively.

VP, Principal I, EUC Delivery Planning and Enablement Lead