End User Infrastructure Delivery Manager

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End User Infrastructure Delivery Manager required for a leading client in Basingstoke

The IT End User Infrastructure Delivery Manger is responsible for the entire end user infrastructure, which incorporates Office/365, email, MDM, Active Directory, and desktop/laptop/mobile technologies. This is primarily a proactive leadership role of End User within the organisation, encompassing both technical & service activity and enhancements, and managing both direct reports and outsourced service providers.

This role needs to develop and maintain an effective relationship with teams across the IT organisation & partners, being accountable for the design and delivery of End User solutions through to the live environment.

Role Specific Responsibilities & Accountabilities

'€¢Leadership of the end user technical design resource; end user project delivery manager & outsourced L2-L4 support teams (escalation management; service reviews; governance of design & risk)

'€¢Accountable for Planning & Roadmap for End User, including ongoing refresh and enhancements of end user platforms and devices in line with Enterprise Architectural standards

'€¢Accountability for implementation of end user infrastructure, including technical debt remediation (eg Windows upgrades) and ongoing functional enhancements (eg expoiting the capabilities of Office/365)

'€¢Definition of scope of third party contracts (both operational and project change SoWs)

'€¢Accountable for operational stability of O365/AD area, providing input to RCA with Problem Management, and accountability for remedial action

'€¢Accountability of efficiency / optimisation of infrastructure area and third-party support contracts

'€¢Management of patching & monitoring strategy / policy for End User devices

'€¢Taking inputs from Capacity Management, ensure effective planning and execution of capacity upgrades

'€¢Attendance at Change forums / CAB on behalf of End User teams

'€¢Act as an escalation point for MIM / L2-4 support, both for internal and external parties

'€¢Primary point of contact for vendors/partners relating to End User, maintaining technical awareness of market developments

Capability, Knowledge and Experience:

'€¢Proven experience in leading an End User IT function

'€¢Proven experience working within 24/7 IT operational environment

'€¢Proven experience coordinating taking a lead role with at least 2 reports

'€¢Proven experience in managing 3^rd party delivered desktop services (inc. deskside support)

'€¢A minimum of 7 years experiencing working as a senior technical expert in the following fields:

'€¢Office/365 and Exchange

'€¢Active Directory & SCCM

'€¢Mobile Device Management and integration

'€¢Desktop security / identity technologies

'€¢Device deployment & refresh

'€¢BYOD technologies & policies

'€¢Effective deskside support & relevant ITIL processes

'€¢Other areas beneficial areas of experience include:

'€¢Sharepoint and other collaboration technologies

'€¢Good understanding of End User Voice technologies (VoIP)

'€¢Good understanding of cloud (eg Azure)

'€¢Proven experience delivering continuous service improvements for the business

'€¢Demonstrate effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally - a strong communicator who develops relationships for mutual gain.

'€¢Take initiative to keep own skills up to date and maintain awareness of developments in the IT industry.

'€¢Extensive knowledge of analytic techniques and methods and problem-solving skills

'€¢Experience of the regulatory and audit requirements within an operational environment

'€¢Sound End User infrastructure design experience in a technology organisation with history of delivering scalable, resilient data & voice networks

'€¢Comfortable working with senior staff, both business and IT

'€¢Experience of working with outsource partners and delivering solutions into support

'€¢Have demonstrable documentation skills

'€¢Awareness of project management methodologies, e.g. RUP, CMMi, Prince II, PMI

'€¢Visibility of software development methodologies, e.g. waterfall, agile

'€¢Experience of working with business and technology stak