Senior Manager, IT Engineering - End User Support

We are seeking an engineering leader to drive the next evolution of employee digital interaction across EMEA. In this role you will sit at the intersection of IT infrastructure, support, agentic AI, and engineering excellence—owning the full lifecycle of how employees across the region experience technology.

What You Will Be Doing

• Define and carry out an engineering roadmap for EMEA end‑user support that matches the global IT strategy and business priorities.
• Lead the strategy and execution for embedding agentic AI into IT support workflows—from intelligent triage and self‑healing systems to fully autonomous resolution pipelines. Partner with AI/ML teams to design, deploy, and iterate on AI agents that reduce ticket volume, accelerate resolution, and proactively prevent issues before employees notice them.
• Lead with a product outlook: treat the employee technology experience as a product, with critical metrics, iteration cycles, and continuous improvement loops. Identify friction points in the employee technology journey and engineer solutions that measurably improve experience, satisfaction, and productivity.
• Build and develop a high‑performing, geographically distributed engineering team across EMEA; mentor engineers and engineering managers at all levels.
• Define and own EMEA‑specific objectives and key results, SLAs, and engineering KPIs for end‑user support; report progress to senior leadership with clarity and accountability.
• Build trusted relationships with regional business leaders, HR, Legal, and Workplace teams to align IT engineering investments to workforce needs. Represent EMEA as an engineering site leader, influencing global IT decisions with regional context and data‑informed insights.
• Act as the incident response leader for EMEA, ensuring continuous site operations and health, driving global incident response and resolution, and ensuring platform reliability through proactive monitoring, automation, and incident response frameworks aligned to enterprise SLAs.
• Demonstrate excellent leadership and communication skills, with a proven history of building positive relationships with the business and enabling successful outcomes.

What We Need To See

• 10+ overall years of experience in IT engineering, infrastructure, or end‑user technology, with at least 4 years in people management or engineering leadership roles.
• Demonstrated track record of leading engineering teams at scale in complex, multi‑country or multi‑regional environments—EMEA experience strongly preferred.
• Hands‑on background in systems/infrastructure engineering: strong prior individual contributor experience in at least one area (endpoint engineering, network, identity, cloud platforms, or automation).
• Proven experience in crafting and deploying AI‑powered workflows involving AI/ML operations concepts. Skilled in creating timely instructions and agentic workflow build within an IT or engineering context.
• Experience with observability and monitoring platforms (Datadog, Splunk, Grafana, or similar) applied to IT operations.
• Minimum of a BSc degree in Computer Science, Information Technology, Engineering, or a related technical field. Advanced degree (MSc/PhD) is preferred.

Ways to stand out from the crowd

• Strong engineering approach with deep expertise in scalable platform architecture, automation, observability, reliability engineering, and modern operational practices including data‑informed operations and AI‑assisted service delivery.
• Demonstrated expertise in SRE and platform reliability principles.