Global Head of End User Services & AI Transformation

Elsevier; Greater London; On-site; GBP 140,000 - 210,000; Full time

Job summary

Elsevier is seeking a Senior Director to lead globally distributed End User Services teams, shaping the digital workplace. You will balance operational excellence with innovation, steering AI-enabled services, technology modernization and continuous improvement across engineering, service delivery and support.

You will define strategy, drive multi-year roadmaps, manage budgets and partnerships, and embed AI-driven ways of working across teams to optimize colleague experience and business

Qualifications

• Significant experience leading large-scale technology operations within a complex global organisation.
• Proven ability to develop strategy while delivering operational excellence across multiple technology disciplines.
• Strong knowledge of digital workplace technologies, cloud services, IT service management, governance and information security.
• Experience leading technology and organisational transformation, including AI-enabled capabilities.
• Strong stakeholder management, communication and influencing skills.

Responsibilities

• Develop and deliver the End User Services strategy and multi-year roadmap aligned to Elsevier priorities.
• Translate strategic objectives into measurable operational outcomes balancing transformation with operational excellence.
• Drive adoption of emerging technologies, including AI and automation, to enhance colleague experience and business performance.
• Establish governance and operating models for responsible AI adoption, balancing innovation with security and risk management.
• Lead global Engineering, Enterprise Engineering, Network Engineering, Service Assurance, Service Delivery and 24/7 TechDesk teams.
• Drive service quality, resilience, security and operational performance through governance, metrics and continuous improvement.
• Lead strategic initiatives across digital workplace technologies, collaboration platforms, cloud services and AI-enabled solutions.
• Manage budgets, resources, investment priorities and vendor relationships to deliver sustainable business outcomes.

Skills

Leadership

Stakeholder management

AI/Automation

Global team leadership

Education

BS Engineering/Computer Science

Job description

Elsevier is seeking a Senior Director to lead globally distributed End User Services teams, shaping the digital workplace. You will balance operational excellence with innovation, steering AI-enabled services, technology modernization and continuous improvement across engineering, service delivery and support.

You will define strategy, drive multi-year roadmaps, manage budgets and partnerships, and embed AI-driven ways of working across teams to optimize colleague experience and business