"Alerted.org

Vice President, End User Services and IT Operations

Job ID

242400

Posted

28-Oct-2025

Service line

Corporate Segment

Role type

Full-time

Areas of Interest

Digital & Technology/Information Technology

Location(s)

Richardson - Texas - United States of America

About the Role:

We are seeking a visionary and results-driven Vice President of End User Services to lead and evolve our global support and service delivery functions. This role will be 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, enhancing 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.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Our Values in Hiring

At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications.

Disclaimers

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.

About CBRE Group, Inc.

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 (based on 2024 revenue). The company has more than 140,000 employees (including Turner & Townsend employees) serving clients in more than 100 countries. CBRE serves clients through four business segments: Advisory (leasing, sales, debt origination, mortgage serving, valuations); Building Operations & Experience (facilities management, property management, flex space & experience); Project Management (program management, project management, cost consulting); Real Estate Investments (investment management, development). Please visit our website at www.cbre.com.

**Equal Employment Opportunity:** CBRE has a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

**Candidate Accommodations:** CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [email protected] or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)