Save time and effort sourcing top tech talent
Sign up for the chance to get matched to this role, and similar opportunities.
This role is responsible and accountable for all IT End User Computing (EUC) activities and facilities – ensuring optimal and cost-effective IT tools are provided to promote business productivity.
Responsible for ensuring that the End User Computing team and associated 3rd parties are meeting and exceeding the expectations in regards to performance against SLA’s and KPI’s.
Responsible for continuous review of the EUC service offerings, seeking to improve and increase user satisfaction and deliver an excellent user experience. Management of the EUC hardware and software estate, ensuring compliance, governance, version control, and clarity of purpose and use through asset management controls.
Responsibilities
Configuration and Asset Management
• Manage configuration management to ensure alignment with business value and company policies.
• Define and advocate for asset management policies and controls.
Process Improvement
• Lead investigations into existing processes to identify problems and opportunities.
• Collect data and craft evidence-based recommendations for continuous service improvements.
• Analyse processes using data analytics to optimise and enhance performance.
• Develop and lead a team focused on delivering service improvements.
Change Management and Governance
• Evaluate and establish requirements for changes by setting relevant policies and standards.
• Take accountability for identified issues and proactively search for potential problems.
• Ensure the governance of live services through both suppliers and in-house operations.
• Monitor internal and supplier Service Level Agreements (SLAs) for compliance.
Service Delivery and Reporting
• Review service deliverables, working collaboratively with multi-disciplinary teams.
• Promote and manage ITIL or relevant best practices to protect service availability.
• Enhance service reporting through digital and user-friendly formats.
Strategic Leadership
• Determine the strategic vision and direction for end-user services.
• Influence and engage senior stakeholders effectively.
• Lead the design and implementation of strategies to meet business requirements.
• Write business cases to support the launch or alteration of services.
Technical Expertise and User Advocacy
• Maintain a comprehensive understanding of relevant technical concepts and how they integrate into the overall technical landscape.
• Guide the selection of appropriate tools and methodologies for service delivery.
• Demonstrate experience in meeting diverse user needs across various channels.
• Provide insights into evolving user needs to ensure they are met effectively.
Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each.
Essential Experience
• Experience of leading a multi team/supplier IT service delivery function using the practical application of ITIL, or other relevant ITSM Framework, at practitioner/Expert level, to deliver services that meet customers strategic priorities.
• Ability to schedule and plan priorities for a group of technical specialists and the ability to effectively manage diverse teams.
• Strong demonstrable experience of leading and managing service support teams.
Technical skills
This role is aligned to End User Computing Manager within the Digital, Data and Technology Profession. Please review the following to understand the skill expectations.
We will assess you against the following technical skills during the selection process:
• Asset and configuration management - Level: Expert
• Continual service improvement - Level: Practitioner
• Relationship Management - Level: Expert
• Service Management Framework knowledge - Level: Expert/
• Service reporting - Level: Practitioner
• Strategic thinking - Level: Expert
Behaviours
• Leadership (Level 4)
• Changing and Improving (Level 4)
• Managing a Quality Service (Level 4)
Sign up for the chance to get matched to this role, and similar opportunities.