Head of End-user Technology Service Experience

Senior "Head of" position working with a visionary CIO
- Be the driver to deliver best in class End User Technology services experience
- Rewarding salary and bonus structure on offer

A brand new and disruptive technology group is seeking a
**Head of End-User Technology Service Experience** to build and run the modern workplace technology foundations of the organisation from a
**user experience and service experience perspective**, enhancing operational service excellence which is aligned to modern workplace technologies and the End User Customer experience across the entire Enterprise.

The
**Head of End-User Technology Service Experience **will set the tone and direction of End User Technology teams and operations to re-imagine and inspire the service culture and user experience in terms of the organisations modern workplace technology offering, and enhance the overall service culture across all teams of the organisation, leveraging and implementing industry leading technology, tools, trends and services that will uplift the EUC function and the service experience for every single employee in the Group, and we are seeking a true innovator and disruptor in this area who can come in to modernise the existing service experience for the modern workplace technology environment, and set up the organisation for the future with a pioneering “service excellence” type mindset.

The
**Head of End-User Technology Service Experience **will be accountable for the following:

- Act as a visionary within the leadership team to build the vision for a high-performance service culture in end-user technologies that inspires and innovates new ways of working.
- Engage in continuous review of the EUC service offerings and experience, seeking to improve and increase user satisfaction and deliver an excellent user experience.
- Impart change management, UX/CX, Human & User Centered Design and Design Thinking across the the end user technology environment of the organisation to build and evolve a "service excellence" type culture.
- Foster and grow the internal talent and capability within the Service Experience and End-User Technology teams that supports modern ways of working.
- Understand your customers through the development and maintenance of user personas, channel strategies and journey maps to target positive end-user experiences.
- Create and maintain service and product road-maps to prioritise features and improved experiences that support business objectives delivered through and for user technology.
- Ensure that the user service offerings support an integrated and cohesive channel strategy.
- Plan, estimate and execute device, infrastructure and software configuration work to in accordance with a product mindset to high standards and expectations.
- Develop and execute upon product and service strategies for improved user outcomes that both contributes towards and supports the execution of the Enterprise IT Strategy.
- Create brand advocacy for the IT Group through the quality of your offerings, by marketing and promoting key service offerings via improved visibility of key Service Experience offerings.
- Drive measurable improvements to employee satisfaction and increased productivity via establishing critical KPI's.
- Ensure key IT performance and security criteria are satisfied and planned for.
- Develop and manage appropriate performance criteria to manage, deliver and improve operational services with your teams and service partners.
- Manage the full life cycle of relevant technology assets from acquisition, operation and maintenance to retirement.
- Position the Service Experience and End-User Technology services capability as a business within the organisation that is seeking high value returns in investments and customer satisfaction.
- Manage the capability and its offerings with a high level of commercial acumen including the development of financial plans and forecasts, including monitoring and managing expenditure within budget.
- Take an active role in the ongoing research of best practice models to influence designs and develop best-in-class user experiences.

**Some of the following skills and experience are considered highly desirable**:

- Senior experience as a Technology and Service Experience Design Leader of cross-disciplinary IT, EUC and UX/CX teams.
- Senior experience designing, building and managing the customer and service experience (UX/CX) for modern workplace (EUC) technology environments.
- Senior experience in designing and embedding operational models focusing on EUC service experience and operational workplace technologies.
- Relevant experience in change management, UX/CX, Human & User Centered Design or Design Thinking.
- Industry experience and certifications in IT Service Management or SIAM will be highly regarded.
- Possess proven knowledge with the information technology infrastructure library (ITIL) processes and terminology across incident, problem, change and configurat