Lumentum Operations LLC is hiring: Senior Director User Services in San Jose

**It's fun to work in a company where people truly BELIEVE in what they're doing!** We're committed to bringing passion and customer focus to the business.If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!## **Key Responsibilities**### **Strategic Leadership & Vision*** Define and execute the global End User Services strategy to support business growth, workforce productivity, and operational resilience.* Partner closely with CIO, CISO, HR, Facilities, and business leaders to advance digital workplace modernization and employee experience initiatives.* Lead the transition toward automation, self-service, and AI-driven support models.* Develop multi-year roadmaps for device lifecycle management, collaboration tools, endpoint modernization, and service delivery optimization.### **Operational Excellence*** Oversee enterprise service desk operations, ensuring consistent and measurable service levels, rapid issue resolution, and customer satisfaction.* Manage endpoint engineering teams responsible for device imaging, patching, configuration management, mobility, and endpoint security hardening.* Implement and mature ITIL-aligned processes (incident, problem, change, asset, and knowledge management).* Establish performance metrics, dashboards, and KPIs to optimize service quality and resource utilization.### **Technology & Innovation*** Drive adoption of emerging technologies including AI support agents, automated remediation, virtual desktops, and zero-touch provisioning.* Lead the strategy and governance for collaboration and communication platforms (e.g., Microsoft 365, Teams,).* Partner with Enterprise Architecture and Infrastructure teams to ensure scalable, secure, and resilient end-user solutions.### **Cybersecurity & Risk Management*** Ensure endpoint environments comply with corporate security, regulatory, and privacy requirements.* Collaborate with the security organization on vulnerability remediation, endpoint protection, identity management, and secure access initiatives.* Conduct regular risk assessments and implement controls to safeguard enterprise assets.### **Financial & Vendor Management*** Develop and manage operating budgets, capital plans, and vendor partnerships for devices, software, and managed services.* Evaluate and negotiate contracts and service-level agreements with suppliers and partners.* Optimize licensing, asset lifecycle, and procurement processes to control costs while improving service quality.### **Leadership & People Management*** Lead, mentor, and grow high-performing global teams across service desk, endpoint engineering, and end-user support.* Foster a culture of accountability, customer-centricity, continuous improvement, and innovation.* Build strong partnerships across IT, business units, and external partners.## **Qualifications*** 15+ years of progressive IT leadership experience, with significant responsibility over end-user computing, service delivery, or digital workplace functions.* Proven track record modernizing enterprise-scale end-user environments.* Deep experience with Microsoft 365, endpoint management platforms, collaboration tools, and ITSM ecosystems (ServiceNow preferred).* Strong understanding of cybersecurity principles, identity management, and compliance frameworks.* Exceptional leadership, communication, and organizational skills.* Ability to influence senior executives and drive cross-functional initiatives.* Bachelor’s degree in Information Technology, Computer Science, Business, or related field; Master’s degree preferred.**Pay Range:**P95-USA-1 :$187,450.00 - $267,750.00**Disclaimer:**Final base salary for the successful candidate will depend on multiple factors, including but not limited to, job location, where work will be performed, qualifications, work history and relevant experience. With our continual goal of making Lumentum a best place to work for our employees, we strive to offer employees competitive total compensation packages, which may include annual bonus, commission for certain sales roles, equity, and health and welfare benefits. #J-18808-Ljbffr In Summary: We're committed to bringing passion and customer focus to the business . If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! The position requires a Bachelor's degree in Information Technology, Computer Science, Business, or related field . En Español: **Es divertido trabajar en una empresa donde la gente realmente crea en lo que está haciendo!** Nos comprometemos a aportar pasión y resiliencia operativa al negocio.Si le gusta el crecimiento salvaje y trabajar con personas felices, entusiastas de los logros superiores, disfrutará su carrera con nosotros!## ** Responsabilidades clave**##* ** Liderazgo Estratégico & Visión*** Definir y ejecutar la estrategia global de Servicios del Usuario Final para apoyar el desarrollo empresarial, productividad de la fuerza laboral y resistencia operacional.* Colaborar estrechamente con CIO, CISO, AI Facilities y líderes empresariales para avanzar en las iniciativas de modernización digital de la tecnología de trabajo y experiencia de los empleados.* La transición hacia automatización, auto-servicio y modelos de soporte dirigidos rápidamente.* Desarrollar mapas de trayectoria del ciclo de entrega de soluciones para la gestión de equipos de escritorio, la colaboración, la mejora de dispositivos modernos de recursos y procesos de servicio. Remediación, escritorios virtuales y provisioning de contacto cero.* Dirige la estrategia y gobernanza para las plataformas de colaboración y comunicación (por ejemplo, Microsoft 365, Teams).* Colaborar con equipos de arquitectura e infraestructura empresarial para garantizar soluciones escalables, seguras y resilientes para los usuarios finales.## **Cybersecurity & Risk Management*** Asegurar que los entornos de endpoint cumplan con los requisitos de seguridad corporativa, reguladoría y privacidad.* Colaborar con la organización de seguridad en iniciativas de recuperación de vulnerabilidades, protección de endpoints, gestión de identidad y acceso seguro.* Realizar evaluaciones regulares de riesgos y controles para salvaguardar activos empresariales. * Experiencia profunda con Microsoft 365, plataformas de gestión de endpoint, herramientas de colaboración y ecosistemas ITSM (ServiceNow prefiere).* Una comprensión sólida de los principios de ciberseguridad, la administración de identidad y los marcos de cumplimiento.* Liderazgo excepcional, comunicación y habilidades organizativas.* Capacidad para influir en altos ejecutivos e impulsar iniciativas interfuncionales.* Licenciatura en Tecnología de la Información, Ciencias Informáticas, Negocios o campo relacionado.