Director, IT Delivery

Worley

About The Position

Building on our past. Ready for the future Worley is a global professional services company of energy, chemicals and resources experts. We partner with customers to deliver projects and create value over the life of their assets. We’re bridging two worlds, moving towards more sustainable energy sources, while helping to provide the energy, chemicals and resources needed now. Role Summary The Director, IT End User Services is accountable for the global strategy, delivery, and continuous improvement of end‑user technology services. This role ensures employees have a secure, reliable, and productive digital workplace experience across collaboration platforms, end‑user hardware, and on‑site IT support. The Director leads teams and partners responsible for Microsoft 365 and SharePoint support, audio‑visual and video-conferencing services, file and print services, device/hardware asset lifecycle management, and field/desk‑side IT support, balancing operational excellence with user experience, cost efficiency, and risk management.

Requirements

Experience operating in a global, matrixed organization.
Proven experience leading enterprise‑scale End User Services / EUC or IT Operations teams.
Strong expertise in Microsoft 365 and SharePoint service delivery and support.
Experience with AV/VC platforms, meeting room technologies, and collaboration environments.
Demonstrated ownership of hardware asset lifecycle management in a large organization.
Experience leading field IT or desk‑side support teams across multiple locations.
Strong vendor management, financial management, and service governance capabilities.
Ability to translate business needs into scalable, user‑centric technology services.

Nice To Haves

Familiarity with ITIL‑aligned service management practices.
Experience driving digital workplace transformation or modernization initiatives.
Strong change management and stakeholder communication skills.

Responsibilities

Define and own the End User Services strategy aligned with business priorities, digital workplace standards, and IT service management practices.
Lead, mentor, and develop global End User Services and Field IT teams, fostering a culture of accountability, customer focus, and continuous improvement.
Act as a senior stakeholder and escalation point for end‑user technology issues impacting productivity or business operations.
Partner with Cybersecurity, Infrastructure, and Applications teams to ensure cohesive and secure end‑user solutions.
Oversee operational support, adoption, and optimization of Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
Ensure SharePoint platforms are stable, governed, and aligned with collaboration, content management, and information lifecycle standards.
Drive service improvements, automation, and user enablement to increase platform value and reduce support demand.
Own enterprise AV and VC standards for meeting rooms, collaboration spaces, and executive environments.
Ensure reliable, high‑quality conferencing experiences across locations, including vendor performance and lifecycle planning.
Manage enterprise file services and printing solutions, ensuring availability, security, and cost efficiency.
Drive modernization initiatives such as print rationalization, cloud‑based file services, and data lifecycle controls.
Own the end‑to‑end lifecycle of end‑user hardware, including laptops, desktops, peripherals, mobile devices, and accessories.
Ensure asset standards, procurement alignment, refresh cycles, disposal, and compliance with financial and security requirements.
Leverage asset data to optimize cost, reduce risk, and support sustainability objectives.
Oversee global field IT and desk‑side support models, ensuring consistent service levels across offices, sites, and regions.
Define support standards and escalation paths.
Drive improvements in first‑time resolution, user satisfaction, and operational efficiency.
Establish and monitor KPIs, SLAs, and experience metrics for all End User Services.
Own incident, problem, and service improvement initiatives related to end‑user technology.
Ensure services are auditable, documented, and aligned with ITSM practices.
Manage strategic vendors and partners supporting End User Services.
Lead performance reviews and demand forecasting.