End User & Output Services Manager

This role will be responsible to manage the team and multiple outsource vendors to deliver a service centric end user capability.

The role will also be responsible:

• for the computing and output services to the our Clients clients.
• to drive continual service improvement programs, maintaining, and improving ongoing quality and Innovative services. This will include, but is not limited to, automation & self-service capabilities, end user training, skills upliftment, design approvals, quality control of all testing and lab\dev work (automation\images) done within this service.

Your should have a proven track record of being able to:

• Provide end user computing and output support to BAU and Business Projects
• Coordinate improvement with service owners to identify optimization opportunities
• Define key performance indicators (KPIs) for the End User Support (EUS) staff aligned with the Head of Service Desk and Service Management vision and strategy.
• Manage device refresh in line with Clients policies and schedules
• Ensures quality assurance on all testing and maintenance carried out in the EUS and Output Devices.
• Creation and management of the EU&OS BAU budget and project budget to ensure costs are contained and managed.
• Ensure EU&OS policies are documented, understood, and approved
• Development of a plan to optimize, standardize and automate services to reduce costs and provide a more agile service
• Coordinate all audit requirements and documentation related to the EU&OS Communications
• Regularly interface meetings with Business and feedback into GTI management and related forums
• Develop and communicate a consolidated risk register and a mechanism to provide feedback to management and clients on mitigation and escalations
• Regularly report on progress of initiatives and service improvements to management
• Manage
  • SLA’s with the various Service Providers
  • Service providers to contracted deliverables, volumes, and rates
• Responsible for EU&OS Release Management and Security Patching & Third-Party Patching of endpoints
• Communicate quality improvement goals and vision and alignment with budgets
• Coordinate training and skills upliftment for the EU&OS staff
• Coordinate the relationship between vendors and the EUS resources
• Communicate people management matrix on an ongoing basis. This should include, training schedules, BEE targets, key man dependencies and succession planning and critical skills shortages.

Additional requirements to qualify for this role includes:

• Matric
• Post matric qualification in the field of Computer science or IT Management preferred.
• A minimum 10 years’ overall experience as End User Support Manager is preferred, with the last 3 in same or similar role.
• Certification Requirements:
  • ITIL Education and/or Certification (At least ITIL3) preferred

For more information, please do not hesitate contacting us on either or calling us on 021 4481636