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Full job description
1 Opening
LONDON
Role description
EUS Service Lead – Job Description
Role Summary:
We are seeking a strategic and experienced (EUS) Service Lead to lead the design, delivery, and continual improvement of end-user IT services across the organization. This role involves defining service strategy, ensuring operational excellence, managing vendor/partner performance, and aligning support delivery with business needs. The EUS Service Lead will act as the single point of accountability for the overall quality, efficiency, and effectiveness of the EUS function.
Key Responsibilities:
Strategic Ownership & Governance
- Own the EUS service strategy, roadmap, KPIs, and performance.
- Define and manage service level agreements (SLAs), operating level agreements (OLAs), and key metrics.
- Serve as the primary point of contact for stakeholders regarding EUS services and performance.
Service Delivery & Optimization
- Oversee delivery of end-user IT services including support desks, field support, and Tech Bars.
- Drive ITIL-aligned service management practices including Incident, Problem, and Change Management.
- Ensure services are delivered in alignment with agreed policies, compliance, and security frameworks.
Vendor & Partner Management
- Manage relationships with outsourced providers and hardware/software vendors.
- Monitor contractual compliance, performance metrics, and service reviews.
Service Improvements & Automation
- Identify areas of improvement and innovation in EUS support delivery.
- Champion automation, self-service initiatives, and digital adoption strategies.
- Implement CSI (Continual Service Improvement) practices and user experience enhancement plans.
Leadership & Reporting
- Lead and mentor distributed EUS teams in partnership with regional leads.
- Provide regular service performance reports and executive summaries.
- Engage in budgeting, cost optimization, and capacity planning activities.
Qualifications & Skills:
- 7+ years of experience in End User Computing/IT Operations, with 3+ years in a leadership or service owner capacity.
- Strong understanding of ITIL frameworks, digital workplace technologies, and service delivery models.
- Excellent stakeholder management, analytical, and communication skills.
Preferred Certifications:
- ITIL Intermediate or Expert
- Microsoft 365 Certified: Modern Desktop Administrator
- ServiceNow or other ITSM platform expertise
Skills
end user computing,stakeholder management,hardware,it operations,
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.