Manager, Workplace Technology Services

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example:
If you’ve ordered in-store or in the drive‑thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family‑owned business and the innovative spirit of a start‑up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over‑achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Manager, Workplace Technology Services is responsible for the global delivery, governance, and continuous improvement of end‑user technology services and employee technology enablement processes across North America. The role leads the North American Service Desk function, owns IT service management, workplace technology governance, oversees the North American IT team and partners with People & Culture, business leaders, and technical teams to ensure employees have timely access to systems, devices, and support throughout the employee lifecycle.

This role drives operational excellence, service performance, onboarding readiness, access governance, and continuous process improvement while ensuring alignment with enterprise security, compliance, and business objectives.

• Lead the global Service Desk function, ensuring high‑quality support, service performance, and team effectiveness across regions.
• Own and continuously improve IT service management, workplace technology services, employee access governance, and technology onboarding processes to support employee productivity and business operations.
• Ensure service operations, technology controls, and asset management practices align with security, compliance, audit, and governance requirements.
• Use data, reporting, and stakeholder feedback to drive service improvements, optimize processes, and enhance the employee technology experience.
• Partner with business leaders, People & Culture, technology teams, and vendors to deliver effective and scalable workplace technology services.
• Manages and mentors the North American IT Team, including selection and hiring, performance management, development and effective staffing and workforce planning.

• 5+ years’ experience in IT Service Delivery or Service Desk Management
• Proven experience managing distributed or global support teams
• Experience leading IT Service Management (ITSM) functions.
• Experience leading operational governance and continuous improvement initiatives across multiple stakeholder groups.
• Experience managing employee onboarding, offboarding, or access management processes.
• Experience working cross‑functionally with HR, Security, and business stakeholders.
• Experience driving process improvement and operational transformation initiatives.
• Strong experience with ITIL‑based service management practices
• Hands‑on experience with:
  • Fresh service or similar ITSM tools
  • Workspace ONE (or…