About the Job:
We are seeking a seasoned professional to lead our End User Computing (EUC) Team. As EUC Manager, you will be responsible for delivering high-quality technical support and service management for end-user computing devices and applications.
This role ensures the reliable operation and availability of IT services for a diverse network of over 500 stores, warehouses, and offices across the Asia Pacific region.
The successful candidate will oversee day-to-day operations, drive service improvements, manage escalations, and lead a team of skilled technicians to deliver an exceptional support experience across the business.
Key Responsibilities:
1. Act as the primary escalation point for critical EUC issues, ensuring incidents and vendor/customer queries are resolved within SLA timeframes.
2. Lead and oversee incident, request, problem, and change management processes to minimise service disruptions and improve first-time resolution rates.
Operational Excellence:
* Design, streamline, and maintain operational workflows, SOPs, and team documentation to drive efficiency and ensure up-to-date knowledge sharing.
* Regularly review and update knowledge bases to support consistent service delivery.
Performance Monitoring & Reporting:
* Manage proactive health monitoring and automation tools to minimise downtime and ensure high availability of EUC systems.
* Deliver monthly reports highlighting performance metrics, SLA compliance, trends, and customer satisfaction insights.
Continuous Improvement:
* Identify and implement continuous improvement initiatives to enhance the quality and efficiency of EUC services.
* Support the integration of new services, systems, and acquired businesses into the EUC environment.
Leadership & Collaboration:
* Maintain expert-level knowledge of EUC systems, including Windows, iOS, hardware, and peripheral ecosystems.
* Oversee hardware lifecycle management and ensure accurate tracking via the CMDB.
* Lead the rollout and integration of new technologies, including software and hardware solutions.
* Ensure alignment with compliance standards and global security protocols, including patching, SOX, and license management.
* Monitor EUC budget and expenses, driving cost optimisation.
Stakeholder Management:
* Build strong relationships with internal IT, business stakeholders, vendors, and service providers to align EUC support with strategic needs.
* Collaborate with project managers and global IT teams to ensure consistent processes, tools, and service standards.
* Drive seamless EUC support integration during business acquisitions and transitions.
Required Skills & Qualifications:
* Graduate diploma in Information Technology or equivalent
* 5+ years' experience working in a Senior Management Role with multiple disciplines
* Proven ability to successfully lead and manage a highly technical team in a corporate environment
* Proficient in time & priority management
* Skilled in the use of ServiceNow for IT Service Management & CMDB Management
* Experience managing and supporting multiple platforms (Windows, iOS)
* Excellent knowledge of Windows Operating system & corporate applications
* Expert in creation of Knowledge Base articles & maintaining documentation for technical and non-technical staff
* Exceptional written & verbal communication skills
* Capable of forming and maintaining positive and productive working relationships
* Experience managing vendor relationships to optimise cost and efficiency
* Experience in lifecycle management of end-user IT hardware and accessories
* Experience managing escalations from both internal stakeholders and external vendors
* Ability to assist in onboarding/operationalisation of new acquisitions or solutions
Why Join Us?
* Part of a global organisation, yet you feel part of a family
* Successful, stable, growing business
* Strong rewards & recognition programs
* A supportive team environment, where we work with supremely talented people
* Access for team members and their families to our Employee Assistance Program
* Career development and internal employment opportunities across the group
* We proactively support our working parents in a variety of meaningful ways
* Paid volunteer leave allowing you to give back to your chosen charity/community organisation