Workplace Service Manager (End User Computing Manager)

The Workplace Services Manager (End-User Computing Manager) is responsible for delivering a secure, standardized, and high-performing digital workplace that enables employees to work productively across office‑based, hybrid, and remote environments.

This role owns end-user computing (EUC) services, including endpoint devices, operating environments, collaboration tools, service desk operations, and workplace IT standards. The role ensures service reliability, security compliance, and positive employee experience, while driving cost efficiency and operational discipline across workplace services.

The position works closely with Information Security, Infrastructure, Enterprise Applications, HR, and business stakeholders, and manages internal support teams and service partners.

RESPONSIBILITIES

The employee will:

Workplace Technology & End-User Computing

• Own the lifecycle management of end-user devices including laptops, desktops, mobile devices, peripherals, and meeting room technology.
• Ensure standardization, security, and performance of operating systems, endpoint management, and collaboration tools
• Manage onboarding and offboarding processes to ensure seamless employee experience
• Support hybrid and remote work models with reliable workplace technologies
• Drive adoption and effective use of workplace tools such as email, collaboration, and conferencing platforms

IT Operations & Service Delivery

• Lead day-to-day IT operations related to workplace services and end-user support
• Manage Service Desk and support teams, ensuring timely resolution of incidents, requests, and problems
• Implement and maintain IT service management processes including incident, problem, change, and request management
• Define and monitor SLAs, KPIs, and operational performance metrics
• Ensure high availability, service reliability, and continuous improvement of workplace services

Workplace Experience and Collaboration

• Partner with HR, Facilities, Security, and Business Leaders to support workplace strategies and policies
• Ensure meeting rooms, AV systems, and collaboration spaces operate effectively
• Improve digital employee experience by reducing friction and proactively addressing pain points
• Support organizational change initiatives related to workplace technology and ways of working

Security, Risk & Compliance (Operational Scope)

• Enforce workplace security standards including endpoint protection, identity and access management, and data protection. 
• Ensure compliance with internal policies, regulatory requirements, and audit standards
• Participate in incident response and disaster recovery activities related to workplace services

Vendor & Financial Management

• Manage relationships with technology vendors, managed service providers, and telecommunications partners
• Own workplace IT budgets including hardware, software licensing, and support contracts
• Monitor vendor performance against SLAs and contractual obligations.
  Identify opportunities for cost optimization and service improvement

Leadership & Strategic Planning

• Lead, coach, and develop workplace and IT operations team members
  Translate business needs into scalable workplace technology solutions
• Define and execute a workplace operations roadmap aligned with business strategy
• Provide regular reporting and insights to senior leadership on workplace performance and risks

Preferred Qualifications, Capabilities, and Skills:

• Bachelor's degree in information technology or computer science or equivalent
• 5–10 years of experience in IT operations, workplace technology, or end-user computing roles
• Proven experience managing IT support services and workplace operations
• Strong knowledge of IT service management frameworks such as ITIL
  
• Experience managing vendors and third-party service providers
• Demonstrated people-management and leadership experience
• Strong operational and service-delivery mindset
• Excellent stakeholder management and communication skills
• Ability to balance technical requirements with employee experience
• Analytical and problem-solving skills
• Continuous improvement and customer-focused approach
• Calm and decisive leadership in high-impact incident situations
• Licenses/Certifications Required:  ITIL certification (Foundation or higher) Experience; Microsoft Copilot AI , M365 certification
  

Knowledge / Skills Required:

• Experience with modern workplace platforms such as Microsoft 365
• Supporting hybrid or remote work environments
• Familiarity with endpoint security, identity management, and compliance concepts
• Budget management and financial planning experience

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About CITADEL Pacific

CITADEL Pacific Ltd. (CPL) is a diversified private holding company with operations in the Philippines, Hong Kong, Macau, the Republic of Palau, the Commonwealth of the Northern Mariana Islands, and the US Territory of Guam.

Our holdings range from controlling stakes in companies engaged in telecommunications, retail, petroleum and gas distribution, commercial, and industrial property, in-flight catering, and manpower services. Recent acquisitions entering Solar and Data Center businesses position CITADEL to future facing and fast-growing industries in renewables energy and digital infrastructure. Our recent acquisitions of Solar and Data Center businesses position CITADEL in future-facing, fast-growing industries within the renewable energy and digital infrastructure sectors.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.