Americas Digital Transformation Operations Lead

Job's mission

ASM is evolving Global IT into Global Digital Transformation (GDT), with a stronger focus on business partnership, digital transformation, modern technology foundations, data, AI and measurable business value.

The Head of Regional Digital Transformation (DT) & User Experience will lead ASM’s regional digital operations across Asia, Europe and Americas. The role is accountable for delivering a reliable, secure, consistent and employee-centric digital experience across ASM locations, including offices, manufacturing sites, warehouses, labs and customer-facing environments.

This role moves beyond traditional IT support. As digital, data, Artificial Intelligence and automation become embedded into our daily work, the regional DT organization must evolve from reactive local support into a proactive, intelligent and experience-led team.

The role acts as the regional voice of employees, sites and local business operations within GDT, ensuring that local needs are understood, prioritized and converted into structural improvements, automation opportunities and measurable service-quality enhancements.

This role is key to ASM’s next phase of digital transformation. As new technologies become embedded into everyday work, the quality of regional digital operations will directly influence employee productivity, adoption, operational resilience and trust in GDT.

What you will be working on

Lead regional digital operations across all regions

• Build a globally consistent and regionally responsive operating model for site support, service delivery, endpoint support, access operations, workplace technology, local infrastructure and executive support.
• Ensure regional teams are closely connected to local business needs while operating within global GDT standards.
• Lead regional teams and service partners with clear standards, roles, processes and performance expectations across countries, cultures and time zones.
• Ensure reliable hands-on technology support and local operational continuity across offices, factories, warehouses and labs.
• Improve joiner, mover and leaver support by strengthening turnaround, user communication and governance alignment.
• Improve collaboration between regional and global GDT teams and drive continuous improvements.
• Promote a culture of ownership, service mindset, continuous learning, collaboration and accountability.
• Prepare regional teams for the future of work, where AI, automation, data, cybersecurity and digital platforms become increasingly embedded in operations.

Strengthen business partnerships and support change enablement

• Act as the focal point of GDT across the region, building trusted relationships with site and regional leaders, and key user communities.
• Work with Digital Transformation Business Partners to surface regional demand, local friction points and opportunities for digital improvement.
• Ensure regional readiness for major transformation initiatives, including ERP, PLM, CRM, data platforms, AI-enabled services, cybersecurity programs and digital workplace changes.
• Translate global change and adoption plans into practical regional actions, communications, training support and engagement activities.

Own digital employee experience and service quality

• Own and continuously improve the digital employee experience across ASM locations, moving beyond SLA reporting toward experience, productivity and friction-reduction measures.
• Capture the voice of the employee through feedback, service-quality insights and recurring pain points.
• Improve first-contact resolution, response quality, escalation effectiveness, user satisfaction and consistency of service quality across regions.
• Turn recurring issues into structural improvements through process change, automation, engineering action, knowledge improvements or user enablement.

Drive AI-enabled and automation-supported operations

• Lead the evolution from traditional regional IT support to AI-enabled, automation-supported and proactive digital operations.
• Identify opportunities for AI-assisted support, intelligent ticket routing, knowledge recommendations, self-service, automated remediation and predictive issue detection.
• Partner with Digital & AI Services, Data & AI Intelligence, Infrastructure & Cloud, Cybersecurity & AI Governance, and Enterprise Applications & Architecture to operationalize automation and AI-enabled service capabilities.
• Use service analytics, operational data and employee feedback to identify repetitive issues that can be eliminated or reduced through automation.

 Strengthen operational continuity and resilience

• Ensure that the teams contribute to operational continuity and resilience across ASM locations.
• Provide visible leadership during service disruptions, business-critical incidents and periods of operational change.
• Ensure regional teams understand and follow requirements related to cybersecurity, identity, data protection, device compliance and responsible technology use.
• Strengthen documentation, runbooks, knowledge bases and handover practices to reduce dependency on individuals.

What we are looking for

Education

A degree in information technology, computer science, engineering, business administration or a related field. Equivalent relevant experience will also be considered.

Relevant training or certifications in Artificial Intelligence, IT Service Management, infrastructure or project management are preferred, but are not required.

Must have skills

• 10+ years of experience in IT Operations, Digital Workplace, or Service Operations.
• Significant experience leading multi-site or regional teams within a global organization, including internal teams, managed service providers and vendors across cultures and time zones.
• Proven experience in digital workplace operations, regional IT support, endpoint services, IT service management, service quality or infrastructure operations.
• Proven ability to move teams from reactive issue resolution toward proactive, data-driven and continuous-improvement-oriented operations.
• Demonstrated ability to engage site leaders, understand operational priorities, shape demand and connect local needs to enterprise solutions.
• Good financial and operational management, including budgets, contracts, capacity planning, service levels, and performance improvement.
• Business-oriented and service-minded, with a transformation view.
• Strong stakeholder engagement and influencing skills, with the credibility to challenge constructively and set realistic expectations.
• Strong continuous improvement mindset and ability to simplify complex operating models.
• High learning agility and curiosity around Artificial Intelligence, automation, digital workplace technologies and emerging operations models.
• Calm, decisive and highly visible during incidents, with clear communication and strong follow-through.
• Comfortable operating in a fast-growing, high-demand and international environment.