Service Owner, End User Support
- Full-time
- Sub Division: Group Information Technology
- Division: GCOO
Job Description
Key Accountabilities:
- Reporting directly to the Service Head , to deliver end user technology solutions, serve as a subject matter expert in end user technologies, represent the ‘voice of the end user’ in cross-team planning & delivery and drive the End User Computing team’s focus on delivering an exceptional end user experience.
- Define and articulate end user computing strategy & execution roadmap in alignment with bank strategy.
- Proactively seek opportunities to improve and enhance end user technologies to increase employee productivity, effectiveness, and satisfaction.
- Effectively lead & manage End User Computing team.
- Prioritize and assign internal & cross-functional projects, and ensure project delivery quality & timeliness commitments are met.
- Prioritize and assign day-to-day operational support issues/tasks.
- Monitor team performance to ensure service levels and expectations are met.
- Act as primary point of escalation for management and key users on urgent issues (including off hour support).
- Accountable for maintaining & managing end user hardware and software assets.
- Setting the right KPIs and OKRs for Service Teams and tracking progress
- Manage EUC Engineers, including hiring, training, coaching, remediation, and performance reviews
- Look to continually improve all aspects of the End User Computing.
Qualifications
Right Match Candidate