Senior End User Services (EUS) Site Reliability Engineering (SRE) Lead

Role Overview

We are seeking an experienced Senior End User Services (EUS) Site Reliability Engineering (SRE) Lead to drive the transformation of end-user technology operations from reactive support into a proactive, engineering-led model.

The role will focus on improving service reliability, automation, observability, and operational efficiency across enterprise end-user environments. You will define reliability standards, establish SRE practices, drive automation initiatives, and partner with technology teams to deliver scalable and resilient EUS services.

Key Responsibilities

Reliability Engineering & Observability

• Define and establish End User Services reliability indicators (SLIs), metrics, and monitoring capabilities to measure service performance and user experience.
• Build end-to-end observability across endpoint environments using tools such as Microsoft Intune, Microsoft Graph API, and Digital Employee Experience (DEX) platforms.
• Develop reliability dashboards, proactive monitoring, intelligent alerting, and operational insights to improve service visibility.

SLO Management & Service Improvement

• Define and operationalise Service Level Objectives (SLOs), reliability KPIs, and error budget practices for EUS services.
• Establish regular reliability reporting and governance cadence, providing insights into service performance, risks, and improvement opportunities.
• Use data-driven analysis to prioritise engineering improvements and reduce operational challenges.

Automation & Operational Efficiency

• Design and implement automation solutions to reduce manual operational effort across EUS services, including:
• Endpoint provisioning and configuration
• Software deployment and patch management
• Workflow automation
• Incident and ticket remediation
• Disaster recovery processes
• Develop automated remediation capabilities using scripting and automation frameworks such as:
• PowerShell
• Python
• Microsoft Graph API
• Terraform / Ansible
• Promote automation standards, reusable solutions, and self-service capabilities across teams.

Problem Management & Service Reliability

• Lead root cause analysis, problem management, and post-incident reviews for recurring EUS reliability issues.
• Drive permanent engineering solutions to prevent recurring incidents and improve service resilience.
• Perform capacity and performance analysis to enhance scalability and reliability of end-user services.
• Act as a senior escalation point for complex reliability, automation, and service improvement matters.

Leadership & SRE Capability Development

• Establish and mature the EUS SRE operating model, processes, and engineering practices.
• Mentor engineers and promote reliability-focused ways of working across regional teams.
• Partner with EUS technology teams, operations teams, and business stakeholders to embed reliability engineering principles into service design and delivery.

Qualifications & Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related disciplines.
• 8–12 years of experience in Site Reliability Engineering, Infrastructure Engineering, End User Computing, Workplace Technology, or IT Operations.
• Proven experience driving automation, reliability improvements, and operational transformation within enterprise environments.
• Strong hands-on experience with:
• PowerShell / Python scripting
• Microsoft Graph API
• Automation and orchestration frameworks (Terraform, Ansible, or equivalent)
• Strong understanding of:
• Microsoft 365 ecosystem
• Microsoft Intune
• Endpoint management
• Windows 10/11 and mobile device management
• Experience implementing:
• SLIs/SLOs
• Reliability KPIs
• Observability and monitoring practices
• Service improvement frameworks
• Experience with Digital Employee Experience (DEX) and monitoring platforms such as Nexthink, 1E, Lakeside, or similar.
• Strong knowledge of ITSM practices, including Incident Management, Problem Management, Change Management, and ServiceNow.
• Strong analytical and problem-solving skills with the ability to perform RCA and drive preventive improvements.
• Experience working in enterprise or regulated environments is preferred.
• Preferred certifications:
• Microsoft 365 / Azure certifications
• Automation certifications (Terraform, Ansible, Python)
• ITIL certification