Digital Workplace Technical Lead

Digital Workplace Technical Lead

At AXA Belgium, Digital Workplace Services deliver and evolve the digital workplace solutions that enable employees to work, collaborate, and receive support securely and efficiently. The scope includes physical and virtual workstations, software packaging and licensing, Microsoft 365 collaboration services, telephony, secure data exchange, and Service Desk operations.

Role Purpose

The Digital Workplace Technical Lead will guide the evolution of AXA Belgium’s workplace services by combining technical leadership, service excellence, automation, and innovation. The role is responsible for improving the reliability, security, and employee experience of digital workplace solutions while helping the team adopt more proactive, data‑driven, and AI‑enabled ways of working.

Key Responsibilities

• Technical leadership: Act as a technical reference point for complex issues, solution design, troubleshooting, and team mentoring.
• Roadmap and innovation: Contribute to the digital workplace roadmap by evaluating new technologies, market trends, and best practices.
• Automation and AI: Drive the use of automation, AI, scripting, and workflow tools to reduce manual effort, improve consistency, and enable proactive support.
• Service quality and employee experience: Improve the quality, reliability, and user experience of Workplace services through clear KPIs, feedback, and continuous improvement.
• Workplace service improvement: Identify recurring incidents and structural issues, lead root cause analysis, and implement sustainable solutions.
• Endpoint and cloud management: Support secure and scalable endpoint management using tools such as Microsoft Intune, Citrix Cloud, Nexthink and related cloud services.
• Data-driven operations: Use reporting, analytics, and predictive insights to improve service performance, identify risks, and enhance employee experience.
• Security and compliance: Work with Security, Architecture, and Data teams to ensure workplace solutions comply with security, privacy, GDPR, and internal standards.

Stakeholder collaboration

Partner with IT, business teams, Security, Architecture, Data, and external providers to align workplace services with business needs, technical standards, and strategic priorities.

Technical Skills

• Digital workplace architecture: Proven experience designing and implementing scalable, secure digital workplace architecture across cloud platforms, virtualization, endpoint management, and collaboration tools.
• Endpoint and device management: Hands‑on experience with enterprise endpoint management solutions such as Microsoft Intune, Citrix Cloud, Nexthink, and related cloud integrations.
• Cloud and Microsoft 365 integration: Strong understanding of Azure AD, Microsoft 365 Security & Compliance, hybrid environment management, and modern workplace cloud services.
• Security and compliance: Strong knowledge of IAM, Zero Trust, MFA, endpoint security, GDPR, ISO 27001, and secure workplace operating models.
• Incident and problem management: Expertise in root cause analysis, recurring issue resolution, and cross-team collaboration to address systemic problems.
• ServiceNow and ITSM workflows: Strong experience with ServiceNow ITSM processes, workflow optimization, automation, incident and request management, and service performance improvement.
• Network and infrastructure: Good understanding of hybrid network architectures, VPN, SD‑WAN, Wi‑Fi security, remote connectivity, and infrastructure dependencies supporting workplace services.
• DevOps and continuous improvement: Practical knowledge of DevOps principles, CI/CD practices, iterative delivery, automation pipelines, and service quality improvement.

Data and Analytics

Ability to use reporting, analytics, predictive insights, and AI-supported analysis to improve workplace operations and proactively detect issues.

Profile and Key Behaviors

• Brings strong digital workplace expertise and a pragmatic approach to service delivery.
• Acts as a technical leader and mentor, fostering collaboration, empowerment, and continuous learning within the team.
• Comfortable taking ownership, making decisions, and driving change in a complex IT environment.
• Analytical problem‑solver, able to address complex challenges while balancing service quality, security, compliance, and risk.
• Communicates clearly and translates complex technical concepts into practical messages for both technical and non‑technical stakeholders.
• Applies Agile principles in a practical way to improve delivery, responsiveness, collaboration, and value.