We are seeking an experienced IT Site Operations Manager to lead End User Computing (EUC) operations within a large-scale enterprise environment. The successful candidate will be responsible for operational leadership, customer engagement, service delivery governance and the management of multiple onsite support teams across a geographically dispersed environment.
Key Responsibilities
Operational Management
- Lead the day-to-day delivery of End User Computing services across multiple operational sites.
- Ensure compliance with contractual Service Level Agreements (SLAs), KPIs and operational governance requirements.
- Manage Major Incidents and coordinate cross-functional technical teams to ensure timely service restoration.
- Drive continual service improvement initiatives through trend analysis, root cause reviews and operational planning.
Team Leadership
- Lead, mentor and manage Team Leads, Desktop Engineers and support personnel.
- Conduct manpower planning, workload allocation, coaching and performance management.
- Support recruitment, onboarding and workforce development initiatives.
Customer & Stakeholder Management
- Serve as the primary operational contact for customer stakeholders.
- Conduct operational review meetings and present service performance reports.
- Manage customer escalations and implement corrective actions where required.
Asset & Service Governance
- Oversee lifecycle management of end-user computing assets.
- Ensure inventory accuracy, asset governance and compliance with operational procedures.
- Work closely with procurement and internal support teams on equipment planning and deployment.
Reporting & Continuous Improvement
- Prepare operational dashboards, management reports and executive presentations.
- Analyse service trends and recommend initiatives to improve operational efficiency and customer satisfaction.
Requirements
Applicants should possess:
- Degree or Diploma in Information Technology, Computer Science or a related discipline.
- At least 10 years of relevant experience in Enterprise End User Computing, Desktop Support or IT Operations.
- At least 5 years of experience leading technical support teams
- Proven experience managing 20 or more IT support engineers in a structured enterprise environment.
- Demonstrated experience supporting multi-site IT operations comprising more than 100 operational locations.
- Experience managing services supporting large enterprise or public sector organisations.
- Experience leading customer operational reviews and presenting service performance reports to management.
Strong knowledge of:
- Desktop Support Operations
- Service Delivery Management
- Major Incident Management
- ITIL-based Service Management
- Microsoft Windows Enterprise
- Microsoft 365
- Active Directory
- Endpoint Device Management
- Asset Lifecycle Management
- IT Service Management platforms (e.g. ServiceNow, BMC Remedy or equivalent)
- Demonstrated experience in manpower planning, recruitment, coaching and performance management.
- Strong analytical, communication and stakeholder management skills.
Preferred Qualifications
The following will be advantageous:
- ITIL Foundation Certification (or higher).
- Experience supporting large-scale Government, Healthcare or Research environments.
- Experience leading operational transitions and service transformation initiatives.
