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End User Infrastructure Delivery Manager

Job Reference: EUIDM/15508

Salary: £80000 - £90000 Per Annum Bonus + Car + Benefits

Salary per: Annum

Job Duration:

Job Start Date:

Vacancy Posted: 12-06-2018

Contract Type: Permanent

Location: Basingstoke, England, Hampshire

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 stakeholders

Education and Qualifications:

* Educated to degree level or equivalent
* Related professional qualifications are beneficial, but not essential.
* ITIL version 3 Foundation (minimum). Preferable ITIL v3 Service Lifecycle Certification Service Design

Benefits include – Annual Bonus 20% + Car Allowance, 25 Days holiday increasing with loyalty, Generous pension contribution, Childcare vouchers, Staff discounts and many more

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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