End User Compute & Identity Management

Unilabs is on a journey to implement a new technology operating model, with a focus on centralising core services while retaining local expertise, optimizing supplier relationships, and aligning technology and location strategies. The aim is to enhance service delivery, improve efficiency, and support Unilabs' future long-term goals. 

The lead on End User Services is responsible for Endpoint Management. The role requires significant experienced in the capabilities and management of the Microsoft endpoint environment of on-prem infrastructure, cloud-based services, and various endpoint configurations including OS, Corporate Applications, Azure AD, 365 & Endpoint Management suites. Expertise is required to translate our diverse end-users' needs and business demands into clear global technical design, policy, improvements, and issue resolution. 

The role requires the individual to be autonomous and detail-oriented technical service manager able to manage suppliers, budgets, and resources with a mature level of interdependent leadership and an understanding of user-centric IT Infrastructure services to join our excellent team. As the technical service manager, you will be responsible for overseeing area budgets and technical topics and actively collaborating with the Technology Centres of Excellence (CoE) and markets in the technology roadmap.  

Key responsibilities 

Operational Governance and Service Management:  

• Oversee the day-to-day technology operations within the CoE, with a strong focus on delivering exceptional end-user support  

• Champion our new technology Target Operating Model by modelling our new ways of working and driving continuous improvement initiatives that optimise service quality and reduce costs. 

• Work with Service Management and Service Desk teams to manage SLAs and OLAs with key partners and ensure that services are optimized, operational backlogs are minimized, and services are delivered with minimal disruption. 

• Manage escalations and liaise with third-party suppliers to ensure high-quality operational services. 

• Ensure suitable and optimal operational day-to-day governance with suppliers, resources, and team members. 

• Provide weekly and monthly service reports on performance, incidents, changes, etc. 

• Support in the transformation of the services and technology roadmap and deliver against agreed timelines and key milestones 

• Ensure ITIL compliance by adhering to and help improve process as problem management, continuous improvement, knowledge management, change management and service management in general terms. 

• Build and deliver within defined budgets 

Technical Implementation and Management: 

• Take ownership of managing, implementing, and documenting the technical solutions related to ConnectWise, Azure AD, Endpoint Management (Intune), Identity and Access Management (SSO), Microsoft 365 (Exchange, SharePoint, Teams, Security). 

• Global IDAM, design, develop and maintain. 

• Engage with software and hardware vendors to address complex issues and develop strategic roadmaps. 

• Design life cycle processes including the recommendation, deployment, standardization, maintenance, and replacement of current and emerging PC technologies. 

• Be subject matter expert for workplace related technical engagements 

• Understand common workplace challenges and build creative solutions using the varied tools at your disposal. 

Collaboration and Communication:  

• Work with the wider business to leverage cost efficiencies  

• Be flexible and agile, and able to adapt to changing requirements, schedules, and priorities. 

• Contribute to relevant governance and steering forums to secure operational advisory for the IT service area. 

• Excellent writing, planning, budgeting, estimating, and presentation skills.