CBRE
Vice President, End User Services and IT Operations
CBRE, Richardson, Texas, United States, 75080
Overview
Vice President, End User Services and IT Operations — CBRE Join to apply for the Vice President, End User Services and IT Operations role at CBRE. The Vice President of End User Services will lead and evolve global support and service delivery functions, overseeing the Global Service Desk, Global Technical Operations Center, Americas Field Services, Tech Training, and Workplace Technology Strategy. The successful candidate will drive innovation through AI, automation, and machine learning to enhance service quality, user experience, and operational efficiency. What You’ll Do
Operational Leadership: Oversee daily operations of Helpdesk, Desktop Support, and NOC teams, ensuring high availability and performance of end-user services. Lead the Workplace Experience and Tech Training functions, aligning them with enterprise goals and employee engagement strategies. Drive service excellence through metrics such as FCR, CSAT, and resolution time benchmarks. Act as the primary liaison for Operation Directors throughout the Americas. Strategic Planning & Budget Management: Develop and manage annual budgets, forecasts, and resource allocations for all areas under purview. Evaluate and approve technology investments, including hardware lifecycle, software upgrades, and infrastructure enhancements. People & Culture: Lead, mentor, and develop a high-performing team across multiple disciplines and locations. Own all HR responsibilities including hiring, performance management, succession planning, and talent development. Innovation & Transformation: Champion digital enablement and transformation initiatives across workplace technologies through use of AI/ML and automation. Collaborate with cross-functional leaders to implement scalable, user-centric solutions. Governance & Compliance: Ensure compliance with internal policies, security standards, and regulatory requirements. Maintain and evolve knowledge base articles, SOPs, and training documentation. What You’ll Need
To perform this job successfully, an individual will need to perform each crucial duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 15+ years of progressive experience in IT operations, with at least 5 years in a senior leadership role. Proven experience in leading global IT support and operations functions. Strong background in AI, automation, and machine learning applications in IT service management. Demonstrated experience in Mergers and Acquisitions, including integration planning and execution across IT service domains. Exceptional leadership, communication, and stakeholder management skills. Demonstrated success in driving transformation and continuous improvement. Experience managing large-scale incident response and outage recovery. Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred). Preferred Attributes
Strategic thinker with a hands-on approach to execution. Passion for delivering exceptional end user experiences. Ability to thrive in a fast-paced, global environment. Company Culture & Values
We are guided by our core RISE values, which shape our culture and define how we work together: Respect: We foster an inclusive environment where every individual is valued and treated with dignity. Integrity: We uphold the highest standards of honesty, transparency, and ethical behavior. Service: We are committed to delivering exceptional service to our customers, colleagues, and communities. Excellence: We strive for excellence in everything we do, continuously improving and innovating to achieve outstanding results. As a leader, you will be expected to embody these values and foster an environment where teams feel supported, inspired, and empowered to deliver their best work. Disclaimers
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. About CBRE
CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world’s largest commercial real estate services and investment firm. The company has more than 140,000 employees serving clients in more than 100 countries. CBRE serves clients through four business segments: Advisory, Building Operations & Experience, Project Management, and Real Estate Investments. Please visit our website at www.cbre.com.
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Vice President, End User Services and IT Operations — CBRE Join to apply for the Vice President, End User Services and IT Operations role at CBRE. The Vice President of End User Services will lead and evolve global support and service delivery functions, overseeing the Global Service Desk, Global Technical Operations Center, Americas Field Services, Tech Training, and Workplace Technology Strategy. The successful candidate will drive innovation through AI, automation, and machine learning to enhance service quality, user experience, and operational efficiency. What You’ll Do
Operational Leadership: Oversee daily operations of Helpdesk, Desktop Support, and NOC teams, ensuring high availability and performance of end-user services. Lead the Workplace Experience and Tech Training functions, aligning them with enterprise goals and employee engagement strategies. Drive service excellence through metrics such as FCR, CSAT, and resolution time benchmarks. Act as the primary liaison for Operation Directors throughout the Americas. Strategic Planning & Budget Management: Develop and manage annual budgets, forecasts, and resource allocations for all areas under purview. Evaluate and approve technology investments, including hardware lifecycle, software upgrades, and infrastructure enhancements. People & Culture: Lead, mentor, and develop a high-performing team across multiple disciplines and locations. Own all HR responsibilities including hiring, performance management, succession planning, and talent development. Innovation & Transformation: Champion digital enablement and transformation initiatives across workplace technologies through use of AI/ML and automation. Collaborate with cross-functional leaders to implement scalable, user-centric solutions. Governance & Compliance: Ensure compliance with internal policies, security standards, and regulatory requirements. Maintain and evolve knowledge base articles, SOPs, and training documentation. What You’ll Need
To perform this job successfully, an individual will need to perform each crucial duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 15+ years of progressive experience in IT operations, with at least 5 years in a senior leadership role. Proven experience in leading global IT support and operations functions. Strong background in AI, automation, and machine learning applications in IT service management. Demonstrated experience in Mergers and Acquisitions, including integration planning and execution across IT service domains. Exceptional leadership, communication, and stakeholder management skills. Demonstrated success in driving transformation and continuous improvement. Experience managing large-scale incident response and outage recovery. Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred). Preferred Attributes
Strategic thinker with a hands-on approach to execution. Passion for delivering exceptional end user experiences. Ability to thrive in a fast-paced, global environment. Company Culture & Values
We are guided by our core RISE values, which shape our culture and define how we work together: Respect: We foster an inclusive environment where every individual is valued and treated with dignity. Integrity: We uphold the highest standards of honesty, transparency, and ethical behavior. Service: We are committed to delivering exceptional service to our customers, colleagues, and communities. Excellence: We strive for excellence in everything we do, continuously improving and innovating to achieve outstanding results. As a leader, you will be expected to embody these values and foster an environment where teams feel supported, inspired, and empowered to deliver their best work. Disclaimers
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. About CBRE
CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world’s largest commercial real estate services and investment firm. The company has more than 140,000 employees serving clients in more than 100 countries. CBRE serves clients through four business segments: Advisory, Building Operations & Experience, Project Management, and Real Estate Investments. Please visit our website at www.cbre.com.
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