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Head of End User Systems

Location: UK - Hatfield | Job-ID: 45301 | Contract type: Standard | Business Unit: Inhouse IT

 

 

Head of End User Systems 

 

Hatfield or Kerpen based

 

JOB OVERVIEW

We are looking for a seasoned senior management professional to help the Director of Workplace to manage and drive our Workplace activities to deliver unparalleled service to all Computacenter employees across the globe.  You will be passionate, driven, motivated and committed to the highest levels of Customer Service.  You will also be commercially focused and understand the importance of maintaining those levels of Customer Service through the judicious use of alternative approaches such as offshoring.  You will be a strong technologist capable of understanding technical products and delivering them as business solutions through the full lifecycle of Design Build implement and run and you will always be thinking about how we can make things better.

This is a fantastic opportunity in one of the UK’s leading IT service providers to shape and change the desktop experience of over 17,000 users across the globe by implementing leading modern workplace solutions and strategies.

 

Roles & Responsibilities

 

The successful applicant will lead a multi-disciplined team to deliver Design, Delivery,3rd line Infrastructure services and Service Ownership and support to 17,000 colleagues around the globe. Core technology areas include:

  • Microsoft Office 365 and all components
  • Microsoft Evergreen strategies
  • SCCM
  • Avecto (User Level permissions and roles)
  • Microsoft In-Tune and Autopilot
  • ADFS/DFS and Microsoft integration strategies
  • Managed Print Services
  • SharePoint – both on premise and Cloud based
  • Microsoft Exchange and Email strategies and support
  • Windows 10
  • Workstation Portfolio
  • Workstation Security, Vulnerability and patching
  • Microsoft E5 security strategies and reporting
  • Other systems

 

This management role demands a blend of Strategic thought leadership, technical assurance, service management and customer focus, with an appreciation of how technology links to business processes.

 

The Head of End User Services will plan, coordinate and lead activities across the full-service delivery lifecycle. This includes coordinating with business stakeholders, product owners, CTO architects and project managers. Working closely and in a collaborative manner with other GIS managers and the Director of Workplace, the End User Services Manager will ensure the structured and coordinated planning of their team’s development. Your reports will be primarily based in Germany, UK and India though there may be some travel to France as well.

 

 

Key responsibilities and accountabilities:

  • Accountable for the day-to-day management of the End User Services team, including personal development/mentoring, escalation point and regular team meetings
  • Ensures a ‘one team’ approach across local, remote and virtual teams and across the whole of the Workplace and wider GIS Organisation
  • Responsible for the effective operation and maintenance of Workplace infrastructure across all Computacenter sites/offices and data centres working closely with internal and external third-party providers
  • Responsible for the lifecycle management of Workplace systems from workstations through to supporting Server systems
  • Responsible for delivering services within the standard ITIL Framework, leveraging tools necessary to support Incident, Problem, Change and Request processes (ServiceNow, Remedy)
  • Accountable for supporting the service transition process (Business Take-on) for all new infrastructure components/services, and acceptance of service into the business-as-usual operational environment
  • Responsible for ensuring effective monitoring and controls are in place to support services and technologies and working with our third-party partners to deliver these controls
  • Responsible for ensuring that required changes in technical platforms, capacity, capability and techniques are well understood, defined and planned to meet the business requirements
  • Responsible for effective utilisation and reporting of resources across the Workplace
  • Escalation point for your Workplace Team in and out of hours (operational hours are 08h00 to 18h00)
  • Ensure all requests or escalations are dealt with in a timely and customer focused manner.
  • Ensuring that the team deliver both normal activity and priorities, encouraging multi-tasking and balancing workload, providing clarity on what is expected of team members and managing/tracking delivery progress and results
  • Responsible for ensuring best practice and proactive system monitoring to mitigate risks to IT services and data
  • Reviews efficiency opportunities and foster a continuous improvement culture in the team
  • Responsible for ensuring systems in scope of Disaster Recovery (DR) deliver against the requirements of the Business Continuity Plan (BCP) and that all staff are involved in the regular tests
  • Responsible for ensuring that operational documentation is consistent with best practice and reviewed regularly
  • Promotes, understands and is fully committed to a blended support model encompassing internal teams and  3rd party suppliers as required

 

Key Requirements:

  • A minimum of 10 years of related, progressive experience combining IT service delivery, infrastructure management, Operations management and Team leadership
  • 5 years’ experience of pragmatic implementation of the ITIL framework in a similar sized organisation
  • Experience of managing geographically dispersed teams
  • Excellent oral and written communication skills,
  • Demonstrable capability to lead by example with a motivation to be the best at what we do
  • Ability to facilitate teams to develop, deliver, document, support and optimise solutions
  • Experience of developing and managing continuous improvement within IT operations teams
  • Clear experience of working with offshore Service providers and holding them accountable for contracted services and outcomes
  • You must have core experience with the Microsoft suite of tools, especially O365 and demonstrate a clear understanding of Microsoft Cloud based strategies and the ability to work with the team to implement our vision of ‘Microsoft Cloud First’ within CC
  • Experience of Data protection regulations and working with German WC would be highly desirable
  • German language would be helpful but not essential

 

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

 

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

 

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

 

We are still looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether

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