Overview
About The Role This role leads and governs the End User Compute (EUC), Workplace Experience and Service Desk platforms delivered via a Managed Service Partner (MSP). You will define the platform vision and a 12–36 month roadmap, embedding ITIL‑aligned operational excellence and driving continuous improvement across the end‑user environment. The EUC platform covers laptops, desktops, virtual desktops, operating systems, application packaging, peripherals, printing, security and compliance, automation and self‑service, digital communications, user feedback, and service desk and tech bar services. You will champion a customer‑first IT culture, leveraging Digital Employee Experience (DEX) insights, automation and shift‑left practices to continually improve how employees interact with technology.
Responsibilities
* Act as the single point of accountability for MSP delivery, governing performance through SLAs, XLAs and KPIs, and driving remediation and continuous improvement initiatives.
* Own MSP contracts, licensing, device and accessory procurement, service catalogue, device standards and images to ensure services are clearly defined, easy to consume and consistently delivered.
* Oversee patching, vulnerability remediation, encryption and conditional access in line with security and compliance requirements.
* Partner with Cyber Security, Infrastructure, Architecture and business stakeholders to align the platform with Zero Trust principles, enterprise architecture and measurable business outcomes.
* Forecast, report and optimize costs, identify ROI opportunities and provide thought leadership shaping platform direction.
* Champion digital experience across BOQ’s end‑user environment to support a great workplace through technology.
Qualifications
* Multiple years’ experience across End User Compute and Workplace Technology with hands‑on knowledge of modern EUC platforms and tooling (e.g., Intune, DEX solutions, auto‑healing technologies).
* Experience owning and evolving enterprise‑scale EUC and Service Desk platforms within regulated or risk‑sensitive environments, balancing security, resilience, cost efficiency and user experience.
* Proven track record delivering large‑scale workplace transformations (device strategy refreshes, OS migrations, service desk modernization, digital experience uplift).
* Strong experience supporting diverse user personas across branch, frontline and corporate environments; ability to translate complex needs into standardized, scalable services.
* Solid ITIL foundation across Incident, Problem, Change, Knowledge and Request Management; discipline in service catalogue management and continual service improvement.
* Experience leveraging DEX telemetry to drive data‑driven improvements that enhance the employee experience.
* Leadership experience governing MSPs and vendors; proven capability in commercial negotiation, performance management and accountability.
* Strong financial acumen including budgeting, forecasting, total cost of ownership, cost optimization and licensing management.
* Strategic thinker with the ability to influence at senior levels and deliver end‑to‑end, multi‑year platform strategies including lifecycle management and risk management.
BOQ Group is committed to diversity and an inclusive workforce.
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