Responsibilities
- Oversee daily operational activities for End User Services (EUS) operations, ensuring service stability, performance, and a high‑quality employee digital experience.
- Lead and govern day‑to‑day service operations, including service status reporting, major incident management, escalations, and communications to senior management and end users.
- Drive an improved employee experience by maintaining exceptional service delivery standards.
- Drive the strategy, implementation, and continuous improvement of workplace technology, endpoint and mobile device platforms, and automation infrastructure in a large enterprise environment.
- Strengthen operational risk management, controls, and security posture across endpoints and collaboration platforms, ensuring compliance with enterprise and regulatory requirements.
- Implement monitoring, analytics, and risk indicators to proactively identify service issues, enable rapid recovery, and improve service resilience.
- Partner with Service Desk, IT Service Concierge, and cross‑functional stakeholders to detect anomalies, resolve systemic issues, and uplift overall service quality.
- Leverage GenAI, data analytics, and automation to identify service gaps, optimise operations, and streamline EUS processes and workflows.
- Collaborate and deliver Digital Office and EUS transformation initiatives, including Office 365 collaboration solutions, Windows upgrades, and automation programmes.
- Proactively engage business stakeholders to identify opportunities to enhance digital workspace capabilities, productivity, and employee experience.
Requirements
- Bachelor’s degree in IT with 15 years’ experience in an IT infrastructure or end user services position, preferably in a banking or financial services environment.
- Knowledge in related infrastructure domains Windows AD, SCCM, messaging & collaboration tools, network, etc.
- Experience in managing vendor engagements with technology suppliers in provision of resources, products, and services.
- Demonstrated ability to navigate situational ambiguities in delivering business outcomes.
- Excellent analytical skill with proven ability to work well in a challenging technical environment, be independent, multitask whilst delivering high quality solutions.
- A team oriented and team player. Possess strong acumen in leadership, conflict resolution and risk management.
- Excellent analytical and problem-solving skills with learning agility and ability to adapt in a fast-paced, challenging environment.
- Strong communication, presentation, and interpersonal skills to facilitate interactions and able to maintain strong relationships with stakeholders.
- Able to exercise sound judgment and establish both strategic and tactical plans in the management of operational risk.
Nice to Have
- Knowledge or certifications in Technology Security or Risk Management in banking environment.
- Knowledge of VBA, Python, or data visualisation tools.
- Added advantage if possess knowledge of endpoint security, management of group policies and security controls.
- Experience in implementing/managing end-point security products (Microsoft Security suite)
- Added advantage if possessed professional certification in PMP (Project Management Professional)
- Possess creativity, ingenuity, and willingness to challenge status quo.
Benefits
- Competitive base salary.
- A suite of holistic, flexible benefits to suit every lifestyle.
- Community initiatives.
- Industry-leading learning and professional development opportunities.
