Senior Manager - IT Workplace & IAM (Thai Candidate Only)

A leading global organisation is seeking a Senior Manager IT Workplace and Identity Access Management to transform the end-user experience across their international operations. This pivotal role offers you the opportunity to lead four essential teams—Help Desk, Onsite Support, Identity & Access Management (IAM), and IT Procurement—ensuring every employee receives outstanding IT support.

What you'll do:

As Senior Manager IT Workplace and Identity Access Management you will be at the heart of transforming how employees interact with technology across a global network. Your day-to-day responsibilities will involve guiding four interconnected teams responsible for delivering exceptional IT support services—from Help Desk operations to onsite technical assistance. You will oversee the implementation of advanced workplace technologies in offices worldwide while ensuring that service standards are consistently met. By collaborating with cross-functional partners such as Facilities and Security teams, you will help maintain secure identity governance practices. Your role also includes managing procurement processes efficiently to align with organisational needs. You will optimise workflows within Jira Service Management by driving process improvements that boost productivity. Embracing AI-powered solutions will be key as you champion automation initiatives that streamline operations. Success in this position requires nurturing team members through coaching and training plans while proactively identifying opportunities for continuous improvement. Your ability to foster collaboration among diverse groups will ensure integrated IT services are delivered seamlessly.

• Guide and manage four operational teams—Help Desk, Onsite Support, IAM, and IT Procurement—by setting clear objectives, conducting performance reviews, and nurturing a culture of accountability and collaboration.
• Coach team members to identify skill gaps and develop tailored training plans that elevate overall team maturity while acting as the primary escalation point for critical end-user issues.
• Ensure seamless IT support delivery to all end users across multiple regions by overseeing workplace technologies such as IPBX (3CX), meeting room AV systems, office IT facilities, and collaboration tools.
• Define service standards and enforce them rigorously to guarantee high user satisfaction and swift resolution times while partnering with Facilities and Real Estate teams to maintain modern office infrastructure.
• Oversee IAM operations including user lifecycle management, access provisioning, role-based access control (RBAC), access reviews, and ensure alignment with security standards and compliance requirements.
• Collaborate closely with Security teams to strengthen identity governance practices and proactively reduce risk exposure throughout the organisation.
• Manage end-to-end IT procurement processes for hardware, software licenses, and related services; negotiate vendor contracts for cost efficiency while maintaining accurate asset inventories.
• Optimise the ITSM platform (Jira Service Management) by refining ticket workflows, SLAs, escalation rules, dashboards, reporting mechanisms, and regularly reviewing ticket quality metrics.
• Redesign operational processes to increase efficiency by reducing manual effort through automation initiatives that enhance the end-user experience.
• Champion the adoption of AI tools across all teams for both back-end automation (intelligent ticket routing) and front-end user experience (AI-powered self-service chatbots), leveraging platforms like Microsoft Copilot Studio.

What you bring:

The ideal candidate for Senior Manager IT Workplace and Identity Access Management brings extensive experience leading multi-functional teams within complex organisational structures. Your background should include hands-on involvement in Help Desk operations or Onsite Support roles combined with deep familiarity in IAM principles such as user lifecycle management or RBAC strategies. You have successfully managed procurement processes from negotiation through contract execution ensuring alignment between organisational needs and cost efficiency goals. Your expertise extends to optimising workflows within platforms like Jira Service Management where you have driven improvements in ticket quality metrics or SLA adherence. You are comfortable leveraging AI-powered tools for both back-end automation tasks (intelligent routing) as well as enhancing front-end user experiences (chatbots/virtual agents). Familiarity with ITIL frameworks enables you to promote consistent adoption of best practices across incident/request/problem/change management cycles. Your interpersonal skills allow you to communicate effectively with stakeholders globally while your leadership style focuses on nurturing talent through coaching/training plans that raise team maturity levels. Proficiency in English ensures seamless interaction across international business units.

• Over seven years’ proven experience in IT operations or workplace services with at least three years managing multiple teams in a leadership capacity.
• Demonstrated expertise in managing Help Desk operations, Onsite Support functions, IAM processes or IT Procurement activities within large organisations.
• Hands-on knowledge of ITSM platforms such as Jira Service Management including workflow optimisation, SLA management, dashboard creation and reporting analysis.
• Comprehensive understanding of Identity & Access Management principles covering user lifecycle management, RBAC implementation strategies, access reviews plus SSO/MFA integration.
• Experience negotiating vendor relationships effectively while managing contracts for hardware/software procurement ensuring cost efficiency alongside license compliance.
• Ability to improve operational processes through practical automation initiatives using AI assistants like Microsoft Copilot or Atlassian Intelligence as daily productivity tools.
• Familiarity with ITIL framework best practices including incident/request/problem/change management process adoption across multiple teams.
• Strong interpersonal skills enabling effective communication with stakeholders at all levels coupled with excellent stakeholder management capabilities.
• Leadership qualities focused on motivating diverse teams through supportive guidance fostering communal growth within collaborative environments.
• Proficiency in English language both verbal/written facilitating clear communication across international business units.

What sets this company apart:

This organisation stands out for its commitment to creating an inclusive workplace where collaboration is valued above all else. Employees benefit from flexible working opportunities designed to accommodate diverse lifestyles while ongoing training programmes support professional development at every stage of your career journey. The leadership team is dedicated to fostering communal growth through supportive guidance rather than hierarchical structures—ensuring everyone feels connected within a global network. With access to cutting-edge technology platforms like Jira Service Management or Microsoft Copilot Studio you’ll be empowered to drive innovation without sacrificing stability or dependability. The company’s focus on nurturing talent means you’ll have ample opportunity for advancement supported by generous resources aimed at raising operational maturity across all functions. Whether you’re passionate about improving end-user experiences or championing automation initiatives this is an environment where your contributions will be recognised—and your potential fully realised.

What's next:

If you are ready to take your career to new heights by shaping the future of workplace technology on a global scale apply now!

Apply today by clicking on the link provided.

Due to the high volume of applications, our team will only be in touch if your application is shortlisted.

Robert Walters Recruitment (Thailand) Limited
Recruitment License No.: น. 1188 / 2551