Director, Regional IT Operations (EMEA) in London

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Reporting to the Executive Director of Global Desktop Services, the Director, UK Global Desktop Services serves as the senior regional leader accountable for the performance, stability, and continuous improvement of end-user technology services across the UK. This role combines strategic ownership with a deliberately hands-on operating model, requiring the leader to remain directly engaged in service delivery, technical escalation management, project execution, and stakeholder support. The Director is responsible for ensuring a high-quality user experience, advancing operational excellence, driving regional alignment with global standards, and translating business needs into effective technology outcomes.

Leveraging deep knowledge of end-user computing, service operations, and infrastructure dependencies, this leader sets direction, resolves complex issues, leads critical initiatives, and acts as a trusted partner to business and technology stakeholders across the region and globally.

Primary Functions

• Provide visible leadership for UK end-user technology services, ensuring a consistently high standard of service, responsiveness, and stakeholder confidence.
• Lead and personally support first- and second-line service delivery across the region, including desktops, laptops, printers, local infrastructure, and related end-user technology.
• Ensure service requests are documented with clarity, prioritized appropriately, and managed effectively through the ticketing platform to support service transparency and accountability.
• Own regional coordination of workplace technology and critical office IT dependencies, including network room readiness, power, UPS, HVAC interfaces, telephony, and collaboration technologies.
• Provide hands-on leadership in the diagnosis and resolution of telephony, connectivity, and collaboration issues affecting business operations.
• Serve as the senior technical escalation point for the region, providing direction, decision-making, and direct intervention on complex incidents and service issues.
• Drive disciplined incident and problem management by identifying root causes, defining remediation paths, resolving issues where possible, and escalating effectively in line with service expectations and SLA commitments.
• Lead regional initiatives and deliver assigned components of global programs, ensuring execution aligns with business priorities, timelines, and operational requirements.
• Execute and coordinate project activities with precision, leveraging regional resources effectively and ensuring successful delivery of committed outcomes.
• Remain actively engaged in the deployment, configuration, and support of end-user hardware, software, and peripherals as required.
• Maintain high-quality operational documentation and provide practical user enablement and guidance where needed.
• Coach and develop regional technical talent by providing mentorship, guidance, and day-to-day support to newer associates and team members.
• Maintain disciplined oversight of regional asset inventories and ensure end-user equipment is organized, available, and properly managed.
• Strengthen operational effectiveness by maintaining and enhancing the regional knowledge base and support information repositories.
• Identify opportunities to improve service quality, resilience, and efficiency, and lead or contribute to the design and implementation of sustainable solutions.
• Provide leadership availability outside standard business hours for critical incidents, major service disruptions, and disaster recovery needs as required.
• Participate in and uphold the team’s on-call responsibilities to ensure continuity of service and timely response to priority issues.
• Champion adherence to operating standards, governance practices, policies, and global service expectations while fostering a culture of accountability and execution.

Experience and Skills

• Deep expertise in end-user computing environments and desktop service operations within complex enterprise settings.
• Strong working knowledge of core infrastructure services and enterprise administration, including Active Directory, messaging, and related platform dependencies.
• Demonstrated ability to operate effectively within a global service model and collaborate across regional and international teams.
• Highly self-directed with strong judgment, disciplined execution, and the ability to balance strategic priorities with day-to-day operational demands.
• Advanced problem-solving capability with the ability to diagnose, stabilize, and resolve complex hardware, software, and service issues.
• Excellent verbal and written communication skills, with the ability to engage credibly with technical teams, business stakeholders, and senior leadership.
• Proven ability to build trusted relationships and influence outcomes across all levels of the organization.
• Experience leading regional initiatives and contributing meaningfully to complex global projects and transformation efforts.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant professional experience.
• Significant progressive experience in end-user support, desktop services, or workplace technology within a corporate environment.
• Demonstrated experience leading projects, service improvements, or operational initiatives with measurable business impact.
• Fluent English communication skills, both written and spoken, with the ability to communicate clearly in executive and technical contexts.

Required Skills:

• Relevant technical certifications are valued, particularly those related to desktop support, endpoint management, or Microsoft technologies.
• Strong command of modern Windows desktop environments, Microsoft Office, and standard enterprise productivity tooling.
• Strong practical knowledge of core IT support concepts and troubleshooting fundamentals.
• Enterprise telephony and voice services.
• Remote and terminal-based end-user support environments.
• Mobile device support and endpoint mobility solutions.
• Printer and peripheral support technologies.
• Video conferencing, collaboration platforms, and meeting room technologies.
• Enterprise workstation and endpoint hardware support.
• Exceptional communication, organization, and execution skills.
• Strong service orientation and the ability to represent the function with professionalism and credibility.
• Excellent analytical judgment and structured problem-solving capability.
• Flexibility to support business-critical work outside standard hours when required.

Gain valuable knowledge from and experience with diverse, caring colleagues around the world. Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought. Join the bright and creative minds of RGA, and experience vast, endless career potential.

We’re excited to get to know you and connect your unique skills with our global opportunities.