Head of Workplace Service

Role overview

This is a strategic leadership position focused on improving the employee workplace experience across multiple regions. The role is responsible for setting the direction for workplace services in line with business goals, evolving technology, and user needs. In addition to keeping services running well, the role helps shape the long-term roadmap, drives service transformation, strengthens resilience, and supports continuous improvement for end-user services at global scale.

The leader in this role will manage two teams based in Singapore and India and will oversee both Unified Communication Services and Unified Desktop Services. This includes Exchange platforms, corporate mobile, real-time communication tools and their ecosystem, as well as end-user computing, VDI platforms, Citrix, packaging, workstations, and videoconferencing.

The position reports directly to the Head of Department for End Users and Transversal Service.

Key responsibilities

• Oversee all workplace service activities to maintain strong performance, efficiency, and availability.
• Act as the escalation contact for major incidents and high-severity issues.
• Work closely with service managers, architects, and project teams on technology roadmaps and initiatives.
• Ensure the teams deliver a strong service experience to EMEA and Asia, with occasional support for America.
• Make sure IT production work within the assigned scope follows defined standards, procedures, and operating norms.
• Track operational KPIs such as incident handling and request management to ensure targets are achieved.
• Own the yearly budget and monthly forecasts for the function.
• Monitor team productivity and actively drive improvements.
• Coordinate with the global Workplace team in CA-GIP to align with enterprise standards and strategies.
• Establish workplace service standards for ISAP and ensure they are rolled out across Asia.
• Run regular feedback sessions to measure user satisfaction and identify improvement opportunities.
• Ensure adherence to security policies and disaster recovery requirements.
• Lead continuous improvement efforts through structured change management.
• Promote good working relationships with peers and encourage sharing of best practices across technologies.
• Drive incident management, including root-cause analysis and corrective actions for major incidents.
• Contribute to project work and project delivery.
• Push automation and efficient team utilisation to improve service delivery.
• Manage external vendors and service providers.
• Oversee contract discussions and confirm that service levels meet expectations.
• Improve vendor delivery to balance cost efficiency and reliability.

Additional responsibilities and compliance

• Other responsibilities may be added as needed.
• Comply with all applicable legal, regulatory, and internal compliance obligations, including the Singapore Compliance Manual, compliance policies and procedures, and financial security requirements.
• Support prevention of financial crime and fraud, including required reporting to the Money Laundering Reporting Officer or Compliance Officer.
• Keep the knowledge and competence needed for the role up to date and complete all required mandatory training.

About the employer

Crédit Agricole CIB is the corporate and investment banking arm of the Crédit Agricole group, one of the world’s largest banking groups. The organisation supports major companies and financial institutions with development and project financing. Its culture emphasises responsible finance, sustainability, multicultural collaboration, innovation, openness, diversity, and inclusion. Employees also have access to mobility opportunities across more than 30 international locations. Applications are welcomed from candidates of all backgrounds, and the organisation states that all jobs are open to people with disabilities.

Application note

The company encourages qualified candidates from all backgrounds and experience levels relevant to the role to apply.