End User Computing Service Manager

80626 - End User Computing Service Manager

This End User Computing Service Manager will report to the Head of IS Operations and will work within the Information Systems directorate based in our London or Crawley office. You will be a permanent employee.

You will attract a salary of £63,000.00 and a bonus of 7.5%. This role does not offer any blended working and must be on site only. 

Close Date:. 27/04/2025

We also provide the following additional benefits

• 25 Days Annual Leave plus bank holidays. 
• Reservist Leave – Additional 18 days full pay and 22 unpaid
• Personal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
• Tenancy Loan Deposit Scheme, Season Ticket Loan
• Tax efficient benefits: Cycle to Work, Home & Tech, and Green Car Leasing Schemes
• Occupational Health support
• Switched On – scheme providing discount on hundreds of retailers’ products
• Discounted gym membership
• Employee Assistance Programme

Job Purpose:

The End User Computing Service Manager provides managerial leadership to the end user operations and team (Desktop & Mobile Field ). You will manage end user devices, productivity, and collaboration services. You will steer all BAU (Business As Usual), unplanned work, customer projects, and service improvement streams to provide exceptional service to the business. The role also includes managing the in-house desktop support and mobile support and any third parties engaged in providing outsourced services. You will work with the Modern Workplace Practice to promote a culture of service improvement focused on customer satisfaction and ensuring delivery against SLAs (Service Level Agreements).

• Provide managerial direction to the end user operations and team (Desktop, Mobile & Telecoms). Being responsible for end user devices and productivity and collaborations service. Steer all BAU, unplanned work, customer projects and service improvements streams which deliver to the business. Apply top working practices to provide outstanding service and ensure efficient delivery to the business. To manage the UKPN in house desktop support, mobile support and telecoms team and any 3rd parties engaged in providing outsourced services. Working closely with the Modern Workplace operation to drive a culture of service improvement, focused on customer satisfaction and ensuring delivery against SLAs. Accountable for the management activities into the business, whilst overseeing the delivery of operational services provided by 3rd party suppliers/vendors.

Dimensions:

Staff: c15

Budget: £0.3M

Responsibilities & Accountabilities

• Provide leadership to the end user operations team.
• Manage end user devices and productivity and collaboration services.
• Deliver best-in-class 2nd line support – Break fix and IMAC
• Oversee BAU, unplanned work, customer projects, and service improvement streams.
• Implement best working practices to provide exceptional service.
• Manage in-house EUS support team.
• Coordinate with third-party suppliers/vendors for outsourced services.
• Create a culture of service improvement focused on customer satisfaction.
• Ensure delivery against SLA's, XLA's and KPI's.
• Oversee the delivery of operational services provided by third-party suppliers/vendors.
• Provide direct reports with clearly defined targets.
• Build relationships within the operations team, the wider IS department and the business, ensuring effective EUC services and ensuring appropriate communication for service-related issues.
• Take ownership of the asset management process for EUC
• Manage Risks within EUS
• Performance Management and Service Reviews with 3rd party suppliers,
• Manage all escalations for unresolved incidents, requests and problems (or if SLAs are failed
• Comply with all UKPN health and safety procedures, ensuring 3rd parties compliance.
• Support the IS Operations management team to deliver service excellence
• Be the single point of contact for all EUS operational issues through to resolution
• Develop and enhance operational procedures to drive down the cost of operation, improve performance levels and ensure consistency in operational standards.
• Champion the adoption and adherence to UKPN defined operating procedures, ensuring full compliance across all teams.
• Support the Service Assurance by attending customer service review meetings

Skills, Qualifications & Requirements

• Previous experience in a similar role (minimum of 5 yrs+)
• Demonstrate a broad knowledge of infrastructure & desktop technologies
• Technical qualification (MCSE level)
• Technical background in an enterprise environment
• Experience managing a large, distributed team
• SLA/KPI management and Service Improvement experience
• Knowledge of enterprise tooling in the end user area incl. Service Now
• To engage with partners at all levels (internal and external/suppliers) even during challenging times
• Experience analysing data and then producing actions plans/trackers in resolving problems
• Team player

Health & Safety Responsibilities

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.

If in doubt ask!

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

If you have any queries in connection to this vacancy or your application, please contact us at careers@ukpowernetworks.co.uk quoting the vacancy reference number and a member of the team will get in touch with you as soon as possible.