About this role
Service Ownership mindset & Operational Excellence
- Own operational health, availability, stability, and performance of global EUC services.
- Govern service lifecycle from transition into operations through retirement.
- Ensure operational readiness and supportability of new workplace technologies.
- Drive service reliability, resilience, and user experience improvements.
Provider & Vendor Governance
- Govern managed service providers and support partners delivering EUC services.
- Lead service reviews, performance management, and corrective action plans.
- Ensure contractual SLA, KPI, and OLA adherence.
Incident, Problem & Change Governance
- Lead resolution of major incidents and chronic service issues.
- Drive root cause elimination and problem management.
- Govern operational changes to minimize business impact and service risk.
Security, Risk & Compliance
- Ensure endpoint services comply with cybersecurity, audit, and regulatory requirements.
- Govern vulnerability remediation, patch compliance, and security baselines.
- Manage operational risk and business continuity requirements.
Continuous Improvement & Automation
- Drive automation, self-healing, and operational efficiency initiatives.
- Improve service maturity through KPI-driven improvement programs.
- Enable operational excellence through analytics and data-driven decision making.
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