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Senior End User Computing Operations Manager | Kraków | #932

  •  Location: Kraków
  • Contract Type: Perm

Our customer, UK based, global innovative company in the area of utility engineering, is expanding their Digital Workplace Services Team to meet the highest standards of supporting all technological aspects of daily work. They aim to create robust IT architecture, to manage data effectively and efficiently and continue to grow our world-class team. A team who is strategic, enabling business acceleration, growth and success

Reporting to the Head of EUS Service Operations Management, you will be responsible for provisioning world class global End User Computing support and operations for 15.5k employees globally including executive support. In addition, you will implement and manage EUC tools, manage EUC budgets, automate; where appropriate, improve EUC processes, implement service improvements and measure success in EUC.
You are required to create a successful EUC Service Operations strategy/roadmap for your underlying services, and execute that by leading and influencing in a highly matrixed and leveraged global environment.
  • Develop and deliver short, medium and long term plans for improving the effectiveness and efficiency of offshore EUC and onsite EUC service operations that will generate a significant, positive impact on profitability and strategic direction, through improved stability, capacity management, quality and cost effectiveness.
  • Act as the operational service owner for all aspects of End User Computing working closely with the Head of End User Computing and Architects.
  • Define, implement and communicate a global service operations strategy for End User Computing and ensure that it remains current and fit for purpose
  • Manage a global EUC operations team to effectively deliver and standardise the service operations across all locations. This is to include effective career management, providing equitable opportunities, driving succession planning and talent management processes to ensure continuous development of people capability & delivery of results.
  • Provide on call support on a rota basis on weekends, national holidays and holiday cover in order to provide major incident management and escalation services during this time.
  • Effectively manage third parties and support teams associated to delivering your IT service operations across the globe
  • Through the use of a strategic partners and/or internal teams you will be responsible for the global End User Computing service operation plans and actions to achieve consistent operational performance against agreed SLA and KPIs, monitoring performance against agreed metrics.
  • Use End User Computing best practices and the ITIL framework to drive continual process improvement culture across your areas of responsibility including automation and ‘shift left’ to the Service Desk.
  • Report on defined EUC service delivery KPI’s and SLA’s and continually drive for improvements
  • Ensure that EUC related major incidents are managed in line with the major incident process. Ensure that major incident actions and lessons learned are documented and delivered
  • Input into wider DWS business service reviews and third party reviews in order to drive the DWS service strategy (shift left, automation etc)
  • Drive continual service improvement initiatives to drive improvement to key KPI’s and SLA’s including customer satisfaction for EUC IT Services. Develop action plans and roadmaps to address areas needing improvement.
  • Stay abreast of trends in End User Computing service operations including management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.
  • Ensure that service operations are delivered within the bounds of policies and any global legislative compliance e.g. GDPR, PCI, Cyber Security etc
  • Effectively manage global End User Computing operational risks and issues within your area of responsibility.
  • Work effectively with the DWS Programme Team to ensure that new/amended IT EUC services are introduced into EUC Operations effectively and efficiently with the ability to report on performance.

Skills we are looking for:

  • Previous experience in an End User Computing role in a similar sized global organisation (5 years)
  • Extensive knowledge of IT End User Computing tools e.g. SCCM, MDM’s, JAMFand best practices
  • Extensive knowledge of multiple operating systems including Windows, Mac, iOS and Linux
  • Extensive knowledge of Microsoft platforms and services e.g  Azure, Azure AD, O365
  • Experience of transforming an end user computing organisation to Evergreen and the adoption/rollout of autopilot
  • ITIL trained with previous experience  of creating and implementing ITIL aligned policies and processes globally across the IT organisation (internal and external)
  • A professional who can provide examples of transforming service operations within a global company
  • A natural problem solver
  • Ability to set and effectively communicate operational strategies and processes
  • Experience with Vendor and Contract Management
  • Experience in vendor selection and/or near shoring team set up
  • Strong management  and leadership skills

Benefits:

  • Employment Assistance Programme – an access to support line with psychological help for employees and families
  • Retirement: 3% company contribution – a special scheme where equivalent of 3% of individual’s salary – paid by employer is invested in Insurance Funds as per the choice of employee.
  • Life assurance: 12 months’ salary
  • Accidental Death and Dismemberment: 12 months’ salary
  • Medical: Employee cover + opportunity to buy additional cover for family
  • Wellness account: gym membership, additional health services, movie tickets
  •  Product discount 3 x 40%

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