Overview
Serve as the technical authority for device engineering and ensure workplace services are designed, operated, and evolved consistently, reliably, and sustainably. The role combines technical expertise and leadership with an operational mindset.
Key Responsibilities
- Act as senior technical authority for endpoint and device engineering.
- Define, maintain, and evolve device engineering standards, reference configurations, and lifecycle strategies.
- Lead the design, validation, and evolution of device engineering platforms, tooling, and automation.
- Provide expert-level technical guidance and escalation support.
- Maintain high-quality technical documentation.
- Ensure coordination and consistency of workplace service delivery.
- Ensure device engineering outputs are operable, supportable, and aligned with run-mode requirements.
- Define and monitor service quality indicators.
- Analyse trends, recurring issues, and systemic weaknesses, and drive corrective actions.
- Contribute to service performance reporting and continuous improvement initiatives.
- Ensure alignment of device engineering and workplace operations with ITSM processes.
- Lead and manage the Desktop Engineering team.
- Participate in the management of the Unit, user satisfaction measurement, and the preparation and implementation of the Unit’s Programme of Work and Budget.
- Work closely with other teams to ensure an integrated cross-practice vision.
- Participate in managing relations with third-party suppliers.
- Keep abreast of advances on emerging industry trends, related technologies, methodologies, and best practices.
- Deputise for the Head of Unit when required.
Required Experience
- 5 years of relevant work experience.
- Extensive hands-on experience in device and endpoint engineering within a complex enterprise environment.
- Proven ability to act as a senior technical authority, influencing standards and architectural decisions.
- Solid experience working within IT service operations environments, with a strong understanding of ITSM principles.
- Demonstrated ability to coordinate and align multiple teams and stakeholders.
- Proven experience in IT service operations management in a complex, enterprise-scale environment.
- Experience working in an international and multicultural environment is an asset.
Qualifications
- Advanced university degree in information technology, business administration or a related field, or equivalent practical experience.
- Professional certification in relevant disciplines would be an advantage.
