Head of End User Services, Large-Scale Shared Services

The Company is seeking a Head of End User Services for a large-scale shared services operation. This leadership role is pivotal in managing a nationwide team of Field Service Leads and Engineers, with a focus on overseeing field service operations, ensuring SLA targets are met, managing IT assets, coordinating vendors, and driving operational efficiency while maintaining customer satisfaction. The successful candidate will be responsible for regional leads, tickets, projects, service requests, staff performance, and vendor relationships to guarantee timely resolution and SLA compliance. Additionally, the role involves asset tracking, financial management, and team development to enhance knowledge and competency. Applicants for the Head of End User Services position at the company should possess a degree or advanced diploma in Computer Science or Information Technology, with at least 10 years of proven experience in managing large teams within a complex organization. Expertise in field service operations on a large scale is essential, as is a strong background in leadership, communication, and interpersonal skills. The role requires the ability to work independently, manage service providers effectively, and prioritize tasks under pressure. The ideal candidate will have a customer-focused mindset and be adept at driving internal customer survey results to ensure critical IT services meet agreed timelines.