Director of IT Operations, Digital Employee Experience

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Our general and administrative teams help to support and scale our great company. Whether striving to grow our workforce, nurture an amazing culture and work environment, support our financial and legal operations, or maintain our global infrastructure, the G&A team provides a foundation for growth. Put your passion, drive and expertise to work with the world's cloud security leader.

The Director of IT Operations for Digital Employee Experience will drive a best-in-class digital work environment through leadership of Global IT Service Management, Global Help Desk Support, End-User Engineering, IT Asset management, and the Employee Experience ecosystem. You will ensure seamless, reliable, and scalable IT operations across all employee-facing technology platforms and services. You will play a crucial role in defining and executing strategic initiatives to improve digital tools, enhance service quality, and improve the digital workplace experience. Reporting to the Vice President- Digital Employee Experience, you will:

• Collaborate with leaders in other IT and business areas to ensure IT services meet and exceed the evolving needs for all employees globally. Oversee the operation of a 24/7 global help desk and onsite support, ensuring that employees receive effective support across company locations.
• Establish and maintain an efficient global asset management system to manage the lifecycle of IT assets, ensuring cost-effectiveness, compliance, and alignment with company policies. Incorporate job architecture to drive standards.
• Lead IT Service Management initiatives, overseeing knowledge, incident, and service request processes to ensure efficient, high-quality responses to employee needs. Emphasis on continuous service improvement across ITSM processes and Knowledge Management for Enterprise IT.
• Implement KPIs to monitor, evaluate, and optimize IT Operations performance, employee satisfaction, and operational efficiency.
• Develop and implement a flexible, scalable approach to event support to address varying requirements while ensuring standard IT operations continue smoothly.

What We're Looking for (Minimum Qualifications)

• 10+ years of progressive experience in IT operations, with a strong background in managing digital employee experience initiatives, ITSM, and global support functions and teams.
• Knowledge of Information Technology Infrastructure Library (ITIL) practices and experience with IT service management.
• Exceptional communication, strategic thinking, and problem-solving skills, with a focus on delivering exceptional employee experience.
• Ability to work in a fast-paced, dynamic environment with an emphasis on continuous improvement and experience advancing digital experiences.

What Will Make You Stand Out (Preferred Qualifications)

• Global Service Delivery Expertise -Experience designing and executing IT service delivery on a global scale, including establishing and standardizing regional and enterprise support processes across diverse geographies
• Enterprise Asset Management Leadership: Experience developing enterprise-level incident and asset management frameworks, ensuring proactive lifecycle asset management. Done this at scale.
• Knowledge Management: Built best in class knowledge management with prescriptive methodology for organizational adoption and scale. Layering automation and ML/AI technology for case deflection and improved employee experience.

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Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experien