Workplace Experience Lead - EUC in Watford

Change your job, change your workplace, change your future. Ricoh are currently recruiting for a Workplace Experience Lead in our End User Computing (EUC) team based out of our London offices. The Workplace Experience Lead is responsible for delivering a seamless, modern, reliable, and secure technology experience for all colleagues—across offices, meeting rooms, collaboration platforms, devices, and day-to-day workplace technologies. This role owns the end-to-end colleague digital experience and is accountable for ensuring that productivity tools, endpoint management, collaboration systems, and office technology deliver a frictionless experience for the organisation’s ~16,000 users.

What you will be doing:

• Leadership & Strategy
  • Lead the Workplace Experience function, covering collaboration tools, endpoints, meeting rooms, and office technologies.
  • Define the Workplace Experience roadmap aligned to the wider Infrastructure Transformation Strategy.
  • Drive a user‑centric culture focused on reliability, simplicity, and productivity.
  • Represent Workplace Experience at operational governance forums and portfolio steering boards.
  • Champion continuous improvement of colleague experience and service satisfaction.
• Service Ownership
  • Own the Workplace Experience service catalogue for:
  • Endpoints (Windows, macOS, mobile), Intune, Autopilot, application packaging, O365 / Microsoft 365 collaboration tools, SharePoint, OneDrive, Teams, Voice, Meeting room technology (AV, booking systems), Printing and office productivity systems.
  • Maintain end‑to‑end accountability for service performance, KPIs, SLAs, SLOs, and overall user satisfaction.
• Operational Management
  • Manage day‑to‑day operations of VIP / Executive Support, Meeting Room Support, Office Technology Support, Laptop and device provisioning.
  • Review and optimise Service Desk performance.
  • Ensure clear playbooks and knowledge articles exist for all operational teams.
• Endpoint & Device Experience
  • Own endpoint strategy and device lifecycle management across ~16,000 users.
  • Oversee build standards, image configuration, application packaging, and automated deployment.
  • Ensure security compliance, patching, and vulnerability management in partnership with Security & SRE.
  • Reduce incident volume through proactive engineering and automation.
• Collaboration & Productivity Platforms
  • Act as Product Owner for collaboration and office productivity tools (O365 suite).
  • Ensure Teams, SharePoint, OneDrive, and Teams Voice are reliable, secure, and aligned to business needs.
  • Drive adoption, training, and best practices across collaboration services.
  • Lead major upgrade programs, feature rollouts, and service optimisation.
  • Own design, reliability, and user experience of meeting room solutions.
  • Ensure consistent technology standards across office sites.
  • Oversee vendor management for AV, hardware, and support providers.
• Transformation & Continuous Improvement
  • Drive the Workplace Experience elements of the Infrastructure Transformation Strategy.
  • Partner with SRE to reduce incident cycles and introduce automation where possible.
  • Implement analytics‑based insight to measure device performance, reliability, and user satisfaction.
  • Lead digital workplace improvement initiatives, including modern device management and user experience optimisation.
• Governance, Security & Compliance
  • Ensure Workplace Experience services meet ISO 27001 control requirements.
  • Maintain compliance for asset management, access controls, patching, and change management.
  • Work with ITSM Office to ensure processes (Incident, Change, Request, Knowledge) are followed.
  • Ensure clear audit trails, CMDB accuracy, and evidence for compliance reporting.

You will ideally have:

• Technical Skills
  • Strong expertise in O365 / Microsoft 365 technologies (Teams, Exchange Online, SharePoint, OneDrive, Teams Voice).
  • Deep experience with endpoint management (Intune, Autopilot, SCCM advantageous).
  • Knowledge of networking fundamentals related to collaboration/meeting room reliability.
  • Good understanding of Azure Active Directory / Entra ID.
  • Familiarity with device analytics and experience monitoring platforms.
  • Experience with meeting room technologies (Teams Rooms, AV hardware).
  • Understanding of ITSM processes and tooling (ServiceNow preferred).
• Leadership & Operational Skills
  • Proven track record leading workplace or end‑user computing functions.
  • Strong communication skills, capable of engaging with executives and front‑line teams.
  • Ability to manage outsourced operational teams and hold vendors accountable.
  • Strong stakeholder management across business units, ITSM, Architecture, SRE, and Security.
  • Experience working within ISO 27001 or similar compliance frameworks.
• Qualifications
  • Degree in IT, Computer Science, Business Technology, or equivalent experience.
  • Microsoft certifications (M365, Endpoint Administrator, Teams Voice) preferred.
  • ITIL certification advantageous.

In return for your commitment, you can expect:

• A competitive salary package.
• Industry‑leading benefits.

Ricoh is an exceptional place to work. A place where there is strong emphasis on career development for the right individuals. This is a role where you can excel within a fast‑paced environment and succeed within a thriving organisation. This is an excellent opportunity to join a global company where you can truly capitalise and build on your own experience.

Ready to make that change? Apply now for a confidential conversation with our Recruitment Team. We are an equal opportunities employer. At Ricoh, we embrace and respect the collective and unique talents, experience, and perspectives of all people. Together we inspire remarkable innovation. That’s how we live the Ricoh Way.