Head of Productivity

Overview

The Head of Productivity is experienced to develop a team who are focused on developing, implementing, and operating MUFG Pension & Market Services' Microsoft collaboration suite. This role will develop a roadmap and strategy for Laptop and VDI operating environments, lifecycle SOE management, Build and Packaging, messaging platform management solutions, voice systems, SharePoint, Lotus Notes, Collaboration systems and 0365/Teams to improve the collaboration experience whilst maintaining version currency and our security posture within the business.

This role will work alongside senior leaders and establish strategy and plan to improve the ways in which this service currently operates today which will improve the user experience, system uptime, reduce risk, streamline practices, and identify cost out opportunities. Drive Adoption/Implementation of AI to improve efficiency within the Digital Workplace Function.

Key Accountabilities and main responsibilities

Strategic Focus

• Develop and champion a comprehensive digital workplace strategy that aligns with business objectives, focusing on improving the employee experience, enhancing collaboration, and increasing operational efficiency.
• Hands-on lean mindset, as streamlining and simplifying outcomes for customers and colleagues will be a key success factor.
• Drive adoption through training programs and communication initiatives.

Operational Management

• Oversee the full lifecycle management of all end-user devices (laptops, desktops, mobile devices) and peripherals.
• Establish and maintain standards for hardware operating systems, and security configurations.
• Develop and deliver User Experience (UX) Improvements through data, feedback, and user research to identify pain points and implement solutions that simplify processes and improve the overall digital experience.
• Lead the selection, implementation, and optimization of key productivity and collaboration platforms (e.g., Microsoft 365 Suite).
• Manage production support priorities to continuing to deliver multiple improvements in parallel in a fast changing and difficult environment.
• Implement and manage robust IT service management (ITSM) processes to ensure efficient support, incident resolution, and request fulfillment.
• Manage and monitor service level agreements (SLAs) are met and new opportunities are explored through collaborating with key technology vendors and service providers.
• Actively be involved to deliver initiatives to the business by being hands on were required, particularly whilst bringing together a single global infrastructure management team.
• Develop and manage the budget for the Digital Workplace and EUC functions, ensuring cost-effective use of resources.
• Identify and implement better ways of working with AU and UK EUC teams to increase functionality and service offered by the India Hub

People Leadership

• Lead, mentor, and manage a team of professionals responsible for End User Compute (EUC), IT Service Desk, and digital workplace tools. Foster a high-performance culture focused on user satisfaction and proactive support.
• Providing a clear and concise vision for MUFG Pension & Market Services' Digital Workplace will also be key to retaining and attracting new talent.

Governance & Risk

• Embed integrity and support our people as we go through periods of change.
• Partner with the Information Security team to ensure all digital workplace technologies and devices adhere to security policies and compliance regulations
• This role is also accountable for ensuring IT risks are identified, recorded and managed across the IT Infrastructure & Operations functions.
• Reviewing IT processes and procedures to ensure efficiency and simplicity for the business and meet control objectives as set out by GS007, ISO27001 and other financial industry regulations

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• A minimum of 15 years of experience in IT, with at least 5 years in a senior leadership role focused on End User Compute, IT infrastructure, or digital workplace technology.
• Tertiary qualification in a related field Computer Science, Information Systems or Information Technology.
• Relevant professional certifications (e.g., PMP, ITIL, Microsoft Certified Azure: Modern Desktop Administrator).
• Experience in both working with and transitioning new work into Global Hub type operating model
• Experience with change management methodologies and large-scale digital transformation projects.
• Experience with data analytics and reporting to measure and demonstrate the value of digital workplace initiatives
• Proven track record of developing and executing a successful digital workplace strategy at a mid-to-large-scale organization.
• Deep expertise with modern productivity and collaboration suites (e.g., Microsoft 365).
• Strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
• Proven leadership skills to communicate with the ability to influence and collaborate across all levels of the organization
• Demonstrated ability to problem-solve, be analytical, and effectively make decisions
• Strong leadership, coaching, and team-building skills
• Poven ability to work under pressure and handle multiple tasks and priorities
• Ability to work effectively with diverse stakeholders and customers.
• Adaptability to working hours to meet business needs, with the requirement 24x7 support
• Governance of IT Workplace & Productivity Services that drives transparency, operational stability, financial sustainability and productivity.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our Corporate Centre Technology Services & Information Security function manages our IT infrastructure, technology operations, and information security. It oversees IT system development, maintenance, and security to ensure smooth technology operations support our daily activities.

We implement strong cybersecurity measures to protect sensitive data and manage service delivery through effective IT service management practices. By supporting global operations, we ensure our technological infrastructure is secure, efficient, and aligned with business needs.

MUFG Pension & Market Services is continuing to build a dynamic, client-focused, caring, and inclusive culture based on entrepreneurial spirit, effective risk management, empathy, and trust, underpinned by core values. We work collaboratively, supporting and valuing the talents and perspectives of our people, and promoting a flexible work environment where their wellbeing is prioritized. We believe diversity drives better client outcomes, improvement, and growth.

Join us on the MUFG Pension & Market Services journey to achieve our full potential. We treat everyone fairly and equitably, regardless of diverse characteristics. Candidates must have the relevant work rights. Successful applicants must complete background screening before employment.