A Moving Experience.
Management
Lead, mentor, coach and develop the End-user Services team; evolve the operating model (intake, prioritization, escalations, vendor coordination) and ensure consistent execution.
Own service performance and continuous improvement using KPIs/SLA/CSAT, problem management, and knowledge/runbook standards.
Manage budget and licensing for end-user services (devices, tooling, MSPs).
Own KPI and SLA reporting, including the development of executive-ready dashboards.
Participates in training, audits, system readiness testing and assists the organization in maintaining its compliance requirements
Support
Oversee day-to-day end-user support across global offices and remote users.
Manage the service desk partner (MSP) and workflows (e.g., Jira Service Management), including escalations, reporting, and quality controls.
Own onboarding/offboarding and device lifecycle (provisioning, inventory, refresh, returns, and secure disposal); drive self-service and employee experience improvements including service desk knowledge base accuracy
Unified Communications
Own the administration, reliability, and support model for collaboration and communications platforms (e.g., Teams/Zoom, conferencing, voice/messaging).
Standardize meeting room technology and user guidance; partner with infrastructure/network teams to monitor and improve voice/video quality.
Manage UC policies and vendors in alignment with security/compliance requirements, including periodic service reviews and renewals.
Device Engineering
Own endpoint engineering standards and lifecycle for laptops and mobile devices, including asset management, allowed software, and vendor coordination.
Administer endpoint and asset management platforms (e.g., Intune/Lansweeper): enrollment, compliance, configuration baselines, application deployment, and update strategies.
Maintain secure device posture with Security (patching, encryption, EDR integration, vulnerability remediation) and drive reliability improvements through monitoring and proactive remediation.
Projects
Plan and deliver end-user services projects end-to-end (requirements, rollout, communications, training, and post-launch support) with clear timelines, risks, and status reporting.
Lead initiatives such as device refresh cycles, endpoint security improvements, collaboration platform enhancements, and ITSD process/tooling upgrades.
Coordinate cross-functional dependencies (infrastructure, security, business teams) and drive standardization, scalability, and automation to improve the global employee experience.
Required Qualifications:
Bachelor’s degree or equivalent experience.
8+ years of experience in end-user IT services including 4 years in a people management capacity.
Strong understanding of IT service management fundamentals (incident/request/problem/change), service metrics, and customer experience practices.
Hands-on experience administering and supporting endpoint (Windows, MacOS and Linux) and identity ecosystems and core productivity tooling.
Experience supporting unified communications platforms (e.g., Teams/Zoom), meeting room systems, and basic telephony/voice workflows.
Demonstrated ability to plan, organize, and deliver projects, including change management and stakeholder communications.
Excellent written and verbal communication skills; ability to translate technical issues into clear business impact and next steps.
Experience managing operating and capital expense budgets, building business cases, developing strategy plans, and communicating to executive level team.
Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and knowledge management practices.
Preferred Qualifications:
Experience integrating endpoint security tooling (EDR, vulnerability management) and building compliance reporting in partnership with Security/Compliance.
Experience in IT asset management tools (e.g., Intune, Assets, LanSweeper)
Experience supporting global/distributed teams and managing vendors/managed service providers.
Familiarity with enterprise conference room solutions and standards
Certifications are a plus: ITIL, Microsoft, Intune, Atlassian
Cerence Inc. (Nasdaq: CRNC and www.cerence.com) is the global industry leader in creating unique, moving experiences for the automotive world. Spun out from Nuance in October 2019, Cerence is a new, independent company that has quickly gained traction as a leader in the automotive voice assistant space, working with all of the world’s leading automakers – from Ford and Fiat Chrysler to Daimler, Audi and BMW to Geely and SAIC – to transform how a car feels, responds and learns. Its track record is built on more than 20 years of industry experience and leadership and more than 500 million cars on the road today across more than 70 languages.
As Cerence looks to the future and continues an ambitious growth agenda, we need someone to join the team and help build the future of voice and AI in cars. This is an exciting opportunity to join Cerence’s passionate, dedicated, global team and be a part of meaningful innovation in a rapidly growing industry.
EQUAL OPPORTUNITY EMPLOYER
Cerence is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, gender identity, gender expression, sex, sex stereotyping, pregnancy, national origin, ancestry, religion, physical or mental disability, medical condition, marital status, citizenship status, sexual orientation, protected military or veteran status, genetic information and other protected classifications. Cerence Equal Employment Opportunity Policy Statement.
All prospective and current Employees need to remain vigilant when it comes to executing security policies in the workplace. This includes:
- Following workplace security protocols and training programs to familiarize with the ways to maintain a safe workplace.
- Following security procedures to report any suspicious activity.
- Having respect for corporate security procedures to allow those procedures to be effective.
- Adhering to company's compliance and regulations.
- Encouraging to follow a zero tolerance for workplace violence.
- Basic knowledge of information security and data privacy requirements (e.g., how to protect data & how to be handling this data).
- Demonstrative knowledge of information security through internal training programs.
