Associate Director, Infrastructure End User Services

* Define and execute the enduser services strategy aligned with digital workplace, infrastructure, and security roadmaps.
* Establish global service standards, operating models, KPIs, and SLAs for enduser infrastructure services.
* Ensure services meet experience, availability, performance, and compliance expectations across regions.
* Own endtoend service delivery for enduser infrastructure services, including incident, problem, change, and service request management.
* Lead operational reviews, root cause analysis, and corrective actions for high impact or recurring service issues.
* Ensure operational readiness for platform upgrades, service transitions, and enterprise wide initiatives.
* Oversee services supporting enduser computing, workplace technologies, virtual desktop services, collaboration enablement, and executive/critical user support.
* Partner with engineering and EUX teams to ensure smooth lifecycle management, standardization, and modernization of services.
* Champion consistency, reliability, and usability across all enduser touchpoints.
* Drive improvements in employee experience through service analytics, automation, self service, and proactive support models.
* Leverage insights from incidents, feedback, and usage data to reduce friction and improve service outcomes.
* Support adoption of AIenabled support and operational tooling where appropriate.
* Lead strategic relationships with managed service providers, OEMs, and outsourcing partners delivering enduser services.
* Ensure vendor performance, financial accountability, and continuous improvement.
* Coordinate globally distributed providers to deliver a unified, followthesun support experience.
* Lead, coach, and develop a globally distributed team of managers, service leads, and partners.
* Act as a senior point of contact for enduser service performance, risks, and improvement initiatives.
* Communicate service health, trends, and outcomes to senior leadership with clarity and transparency.
* 10+ years in IT Infrastructure / End User Services leadership.
* Proven experience managing global environments and understanding regulatory/operational differences across regions
* Deep knowledge of the Microsoft ecosystem
* Microsoft Contracting (Sedrick emphasized this repeatedly—critical skill).
* Exchange* Microsoft 365 / O365 administration (SharePoint (infrastructure interaction)/copilot (Microsoft Copilot and related productivity suite components)/onedrive)
* Experience with
** Citrix / VDI
** solutions (required because the environment runs on these tools).
* Baseline
** Networking
* * knowledge (required because all services run on the network).
* Experience supporting
** desktop services**,
** Jamf**, and user-facing workplace technologies.
* Experience with
** mergers & acquisitions**, including
** data migration
** between companies.
* Ability to lead contractual negotiations with Microsoft for large-scale licensing.
** Preferred*
* *
* Qualifications:

**
* ** Azure
* * cloud experience.
* Experience with
** Document Management
** tools:
Adobe, Foxit (enterprise solution), wxperience managing
** third‐party vendors
** and outsourcing partners.
* Prior experience managing
** Microsoft licensing for large enterprises**.
* Previous experience leading
** EUX modernization
** initiatives.
* Prior management experience in
** high‐transformation environments**.Fueled by ingenuity, creativity, and an understanding of people's most essential needs, we're working to find new ways to make a positive impact on the world we share. Kimberly-Clark and its trusted brands, including Huggies, Kleenex, Scott, Kotex, Cottonelle, Poise, Depend, Andrex, Pull-Ups, Good Nites, Intimus, Neve, Plenitud, Sweety, Softex, Viva and Wyp All, are an indispensable part of life for people in more than 175 countries by helping individuals experience more of what's important to them.

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