Who you are

- Experience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalent

- Familiarity with enterprise IT service management platforms such as ServiceNow

- Solid understanding of digital workplace operations and endpoint lifecycle management

- Experience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similar

- Ability to analyze device telemetry, performance data, and operational metrics to identify automation opportunities

- Ability to analyze operational data and incident trends to identify reliability risks and drive improvements

- Experience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiatives

- Familiarity with AI-assisted operational tooling, virtual agents, or automation copilots within service management or workplace platforms

- Ability to build automation using PowerShell, Python, or Bash for rapid prototyping or data extraction

- Familiarity with enterprise automation frameworks or orchestration tools

- Familiarity with Agile or Agile Swarming methodologies

What the job involves

- This role is responsible for modernizing Digital Workplace operations into a more automated, collaborative, and adaptive function
- The focus is on reducing manual operational work through automation and intelligent tooling, while improving how the operations team delivers workplace services

- This role drives the transformation from reactive, ticket-centric workflows into a proactive, intelligence-led operating model

- Drive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating model





- Identify and eliminate manual operational work through automation, workflow redesign, and improved tooling

- Define success metrics for automated workflows and drive adoption to reduce manual intervention and improve service stability

- Simplify operational processes to improve service reliability and efficiency

- Establish practices that support faster issue detection, resolution, and prevention

- Design and implement automation across workplace workflows including service requests, access provisioning, device remediation, and common user issues

- Introduce and apply automated remediation and intelligent tooling to detect, route, and resolve common user and device issues, reducing operational toil and improving service stability without manual intervention

- Enable self-service capabilities that empower employees to resolve common issues independently

- Partner with engineering teams to embed automation into workplace platforms and services

- Champion up-to-date operations practices across the Digital Workplace organization

- Drive the shift from a reactive support model to a proactive, automation-led model guided by experience KPIs

- Analyze existing operational workflows to surface inefficiencies, delays, and improvement opportunities

- Implement standardized, repeatable processes that enable automation and scalability

- Define and track operational metrics that measure service performance, automation adoption, and efficiency

- Build collaborative partnerships with cross-functional engineering teams to resolve complex, high-impact issues quickly

- Promote faster feedback loops and iterative improvement to continuously enhance service quality and experience

📌 Principal Lead (Toronto)
🏢 Equinix
📍 Toronto