This is an opportunity to lead the Digital Employee Experience (DEX) for a world-leading speciality insurance company. The EUC Experience Manager will be lead, champion and improve the digital employee experience for some 7,500 colleagues worldwide, utilising a combination of telemetry and sentiment insight to ensure End User platforms are continually performant, ergonomic and secure.
Responsibilities The EUC / DEX Manager performs a key leadership role, taking overall responsibility for the constant evolution of the end user computing experience for a global workforce. Responsibilities include:
- Lead the delivery of DEX services for the business, ensuring that agreed service levels, security requirements and other quality standards are met within an enterprise ITIL / ITSM environment.
- Recruit, lead and develop a team of dedicated DEX platform engineers.
- Implement, administer, and exploit digital employee experience (DEX/EUEM) tools to continuously measure and improve employee experience with technology.
- Define and influence the overall DEX / EUC strategy for the firm, measuring employee satisfaction, engagement and productivity to inform the lifecycle and continuous improvement.
- Seek out opportunities to automate and integrate with existing tools and services.
- Measure and set business outcomes, KPIs, experience-level agreements (XLAs), and objectives and key results (OKRs).
- Ensure that the most important digital workplace technologies (devices and applications) are supported by the DEX tool.
Skills & Experience Profile This is an opportunity for an established Financials Services / regulated environment ITSM Manager, who combines excellent leadership skills with broad technical EUC and related skills including:
- A proven EUC technology ITSM track-record coupled with strong problem solving, problem management and business relationship management skills.
- Technical ability with Industry standard enterprise level End User software, applications, technologies and hardware.
- Knowledge & experience of DEX / End user experience management tools ideally Nexthink.
- Practical knowledge of ITIL application processes and implementation and ITSM tools, preferably knowledge with Service Now.
- Budget management experience with a value-focused service mindset.
- Strong data analytical (Power BI) skills.
- Technical knowledge including:
- Server & desktop operating systems, with emphasis on SCCM, Microsoft Windows, including domain structures, Active Directory, group policy and system administration.
- desktop virtualisation technologies such as Citrix XenApp, XenDesktop and Citrix cloud.
- MBAM, physical device security and of security products such as AV / Threat management and client deployment.
- PowerShell scripting with an emphasis on automating manual tasks.
- Desktop Hardening and vulnerability patching skills including using SCCM and other patching tools.
- Service Management toolsets (ideally ServiceNow)
- Ability to communicate complex technical issues and sensitive information to business units, senior stakeholders, the wider user community
- Experience managing relationships with 3rd party software vendor and services providers
Additional Information: - Salary Range: £60k-£65k + excellent benefits and bonus package
- Location: City of London / hybrid working (3 days onsite)
- Applicants must have the right to work in the United Kingdom without sponsorship