At a Glance
- Tasks: Lead the design and delivery of top-notch IT services for end-users.
- Company: Join a forward-thinking organisation focused on innovation and excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a chance to lead diverse teams and shape IT strategy.
- Why this job: Make a real impact by enhancing user experiences and driving service improvements.
- Qualifications: 7+ years in IT operations with leadership experience; strong ITIL knowledge 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) in London employer: UST
As an End User Service Lead at our organisation, you will thrive in a dynamic and inclusive work culture that prioritises employee growth and innovation. We offer competitive benefits, including professional development 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) in London
✨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 achievements in IT operations and service delivery. This can really set you apart during interviews.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your responses, especially around stakeholder management and service improvement strategies. Confidence is key!
✨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 over other candidates.
We think you need these skills to ace End User Service Lead (Lead II -IT Asset Management) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of EUS Service Lead. Highlight your experience in IT operations and leadership, and don’t forget to mention any relevant ITIL certifications you have. We want to see how your skills align with our needs!
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 our service delivery. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to improve service delivery and manage vendor relationships. Numbers speak volumes, so if you’ve improved KPIs or SLAs, let us know!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture!
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 knowledge of ITIL principles and practices. Be ready to discuss how you've applied these in previous roles, especially in service delivery and management.
✨Showcase Your Leadership Skills
As a potential EUS Service Lead, you'll need to demonstrate your leadership capabilities. Prepare examples of how you've led teams, managed vendor relationships, and driven service improvements in past positions. Highlight your mentoring experiences too!
✨Understand Stakeholder Needs
This role requires excellent stakeholder management skills. Research the company’s current EUS services and think about how you can align them with business needs. Be prepared to discuss how you would engage with stakeholders to ensure their requirements are met.
✨Bring Ideas for Improvement
The job description mentions continual service improvement and innovation. Think of specific areas where you believe the company could enhance its EUS services. Presenting actionable ideas during your interview will show your proactive approach and strategic thinking.
