Service Manager - Workplace

Experience : 10 + years

Key requirements:

• Assist with the implementation of strategies, policies, and procedures to ensure the quality, efficiency, and security of the workplace technology services, and comply with the relevant standards and regulations.
• Monitor and evaluate the performance and satisfaction of the workplace technology services by tracking and reporting on ServiceNow SLAs, ensuring that they meet the agreed-upon service level agreements with the business. Identify and resolve any issues or gaps.
• Ensure continuous process improvement and service level standard to achieve optimal efficiency, increase productivity and meet high customer expectation and satisfaction.
• Stay updated on the latest trends and best practices in workplace technology, and recommend and implement improvements and innovations that enhance the employee experience and productivity.
• Maintain the Workplace Technology SharePoint site with up to date end user documentation as approved by the Workplace Technology Service Manager.
• Maintain register of Workplace Technology end-of-life and end-of-support software, platforms, hardware and vulnerabilities.
• In depth operational experience in a large and complex environment involving:
  • Windows 10 and 11 Operating systems
  • End user Citrix environments
  • Intune MDM for MacOS, Android, iOS and iPadOS
  • Microsoft 365 suite
  • Configuration Manager and Intune co-management
  • Jamf and MacOS management
• Liaise with the business stakeholders to contribute to root cause analysis for workplace technology items.
• Review and document existing systems, processes, and standards. Maintain documentation as changes are made.
• Assist to identify technologies which will improve customer satisfaction, reduce cost, or improve efficiency.
• Assist with 3rd level escalations from IT service desk and desktop support operations teams.
• Raise and monitor Workplace Technology changes in accordance with change management policies and processes.
• Provide monthly reports to the Workplace Technology Service Manager and Director, Workplace Technology.
• Ensure annual security compliance activities are actioned and reported back to the Workplace Technology Service Manager.
• Provide summary reporting on Microsoft 365 changes which may affect the organisation as well as new features and functions which may benefit the business.