EUC Experience (DEX) Manager

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: £80k-£85k + 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