Endpoint engineering Services specialist

As part of the ongoing support and enhancements to our Employee Technology Services (ETS) we're looking for Experienced candidates with End user computing background for driving governance, alignment, and service improvements across EUC service lines, including VDI, Windows devices, and collaboration platforms.

This role defines performance metrics, ensures consistent reporting, and collaborates with service lines and L1/L2 teams to streamline processes and enhance service delivery.

The role also oversees change management governance, participates in problem management meetings, and facilitates coordination during major incidents to ensure effective communication and resolution.

About the Role

In this opportunity as Endpoint engineering Services specialist, you will:

• Act as a governance function to standardize processes and ensure alignment across ETS service lines.
• Partner with L1/L2 teams and service line leads to enhance cross-functional collaboration and streamline service delivery.
• Define baseline metrics and key performance indicators (KPIs) with clear targets.
• Ensure consistent reporting of performance metrics across ETS teams.
• Conduct trend analysis to identify performance gaps or unwanted trends and initiate targeted service improvement initiatives.
• Perform severity assessments and align technical resources for incidents meeting major incident criteria.
• Develop and manage communication processes for leadership and stakeholders during major incidents.
• Partner with Major Incident and L1/L2 teams to ensure accurate and timely updates are shared with the organization.

About You:

You're a fit for the role of Endpoint engineering Services specialist if your background includes:

• 3 to 6 years relevant experience.
• Participate in Global Service Forums (GSF) and Internal Governance Forums (IGSF) with service owners.
• Serve as a liaison between governance forums and ETS service lines, ensuring timely action tracking and closure.
• Establish and govern internal Change Advisory Board (CAB) processes for ETS, integrated with the Enterprise CAB.
• Define change management guidelines, governance strategies, and communication protocols.
• Drive process standardization and ensure consistent practices across ETS teams.
• Focus on data-driven service enhancements and collaboration with service lines to improve overall service quality.
• Strong expertise in EUC technologies and service delivery frameworks.
• Proven experience in governance, performance management, and service improvement initiatives.
• Exceptional communication and collaboration skills to engage with diverse teams and stakeholders.
• Familiarity with ITIL processes and change management best practices.