End User Services Manager

• Lead and develop a multidisciplinary team across Endpoint Engineering and Access Services, creating clear accountability, priorities and a strong service culture.
• Own the End User Computing service and technology roadmap, covering laptops, desktops, mobile devices and virtual desktop environments.
• Ensure effective management of endpoint deployment, configuration, patching, software distribution, security and hardware/software lifecycle, with a strong focus on automation and standardisation.
• Oversee Joiner, Mover and Leaver (JML) and access services, ensuring requests are secure, auditable and aligned with least-privilege and segregation-of-duties principles.
• Maintain strong governance across access reviews, licensing, endpoint standards, technical debt, audit evidence and remediation.
• Own and deliver a prioritised continuous improvement roadmap, using service data, colleague feedback and risk insight to improve customer experience and operational performance.
• Partner across Architecture, Engineering, IT Service, Information Security, Risk and HR to deliver secure, resilient and supportable services.
• Manage key technology suppliers, ensuring performance against service, quality, commercial and roadmap commitments.

Experience & Knowledge

• We’re looking for someone with:
• Proven experience leading End User Computing, Modern Workplace, Workplace Technology or End User Services teams within a complex organisation.
• Strong knowledge of Microsoft Intune, Autopilot, Windows, Mobile Device Management, software deployment, patching, endpoint security and virtual desktop technologies.
• Experience managing controlled operational processes such as JML, access fulfilment, software licensing, asset management and service requests.
• Working knowledge of Active Directory and Microsoft Entra ID, including role-based access, least privilege, access reviews and governance.
• Strong understanding of IT service management, including incident, request, problem, change, transition, asset and configuration management.
• Experience improving services through automation, standardisation, measurement and continuous improvement.
• Experience managing third-party technology suppliers and managed service providers.
• Experience operating within a regulated, audited or security-conscious environment, with financial services experience advantageous.
• Strong commercial awareness across technology suppliers, licensing, hardware lifecycle and budgets.

Qualifications

• ITIL Foundation or equivalent service management experience is desirable.
• Relevant Microsoft endpoint, security or Modern Workplace certifications would be advantageous.
• A relevant management or leadership qualification would also be beneficial.