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

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