At a Glance
- Tasks: Lead the design and delivery of top-notch end-user IT services.
- Company: Join a forward-thinking organisation focused on IT excellence.
- Benefits: Attractive salary, flexible working options, and growth opportunities.
- Other info: Dynamic role with a focus on innovation and service improvement.
- Why this job: Make a real impact by optimising IT services for users.
- Qualifications: 7+ years in IT operations with leadership experience required.
The predicted salary is between 60000 - 80000 € per year.
We are seeking a strategic and experienced (EUS) Service Lead to lead the design, delivery, and continual improvement of end-user IT services across the organization. This role involves defining service strategy, ensuring operational excellence, managing vendor/partner performance, and aligning support delivery with business needs. The EUS Service Lead will act as the single point of accountability for the overall quality, efficiency, and effectiveness of the EUS function.
Key Responsibilities
- Strategic Ownership & Governance
- Own the EUS service strategy, roadmap, KPIs, and performance.
- Define and manage service level agreements (SLAs), operating level agreements (OLAs), and key metrics.
- Serve as the primary point of contact for stakeholders regarding EUS services and performance.
- Service Delivery & Optimization
- Oversee delivery of end-user IT services including support desks, field support, and Tech Bars.
- Drive ITIL-aligned service management practices including Incident, Problem, and Change Management.
- Ensure services are delivered in alignment with agreed policies, compliance, and security frameworks.
- Vendor & Partner Management
- Manage relationships with outsourced providers and hardware/software vendors.
- Monitor contractual compliance, performance metrics, and service reviews.
- Service Improvements & Automation
- Identify areas of improvement and innovation in EUS support delivery.
- Champion automation, self-service initiatives, and digital adoption strategies.
- Implement CSI (Continual Service Improvement) practices and user experience enhancement plans.
- Leadership & Reporting
- Lead and mentor distributed EUS teams in partnership with regional leads.
- Provide regular service performance reports and executive summaries.
- Engage in budgeting, cost optimization, and capacity planning activities.
Qualifications & Skills
- 7+ years of experience in End User Computing/IT Operations, with 3+ years in a leadership or service owner capacity.
- Strong understanding of ITIL frameworks, digital workplace technologies, and service delivery models.
- Excellent stakeholder management, analytical, and communication skills.
Preferred Certifications
- ITIL Intermediate or Expert
- Microsoft 365 Certified: Modern Desktop Administrator
- ServiceNow or other ITSM platform expertise
Skills
- end user computing
- stakeholder management
- hardware
- IT operations
End User Service Lead (Lead II -IT Asset Management) employer: UST
As an End User Service Lead at our organisation, you will thrive in a dynamic and inclusive work culture that prioritises innovation and employee development. We offer competitive benefits, including professional growth opportunities and a commitment to work-life balance, all within a vibrant location that fosters collaboration and creativity. Join us to make a meaningful impact while advancing your career in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land End User Service Lead (Lead II -IT Asset Management)
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work in end-user services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your experience in IT operations and service delivery. This can really set you apart during interviews and showcase your strategic thinking.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers, especially around stakeholder management and service improvement strategies. The more comfortable you are, the better you'll perform.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace End User Service Lead (Lead II -IT Asset Management)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the EUS Service Lead role. Highlight your leadership experience in IT operations and any relevant ITIL knowledge to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about end-user services and how your strategic vision can drive improvements. Keep it engaging and personal!
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Metrics and examples of service improvements will really make your application stand out!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at UST
✨Know Your ITIL Inside Out
Since the role heavily involves ITIL frameworks, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in service delivery and management.
✨Showcase Your Leadership Skills
As a lead, you'll need to demonstrate your leadership capabilities. Prepare examples of how you've successfully led teams, managed conflicts, or mentored others. Highlight your experience in driving performance and service improvements.
✨Understand Vendor Management
Familiarise yourself with vendor and partner management practices. Be prepared to discuss how you've handled relationships with outsourced providers and ensured compliance with SLAs. This will show your strategic ownership in service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about challenges you've faced in end-user services and how you implemented solutions. This will help you demonstrate your analytical and strategic thinking abilities.
