Head of EUC Production

Our prestigious Global Investment Bank client is seeking a dynamic and experienced End-User Computing (EUC) Lead to oversee all production activities related to EUC, including dealing room support, help desk, and telecoms. This role is crucial for ensuring operational excellence, improving service levels, and enhancing the perception of IT support among end users and senior business leaders. The ideal candidate will have a strong background in financial services, particularly in a banking environment, and proficiency in French is highly desirable.

Required Skills & Qualifications:

• Extensive experience in end-user computing support within a banking or financial services environment.
• Solid technical background in Windows Client and knowledge of virtualization.
• Experience with voice telecoms systems and compliance voice recording.
• Proven track record in managing dealing room support, help desk, and telecoms in a fast-paced environment.
• Strong stakeholder engagement skills, particularly with senior business leaders.
• Familiarity with ITIL frameworks, including incident, problem, and change management.
• Understanding of security and compliance requirements in a financial setting.
• Ability to effectively manage third-party vendors and service agreements.
• Excellent communication, interpersonal, and leadership skills.

Desirable:

• French language skills.
• Experience in a highly regulated banking environment.
• Knowledge of VDI and remote access solutions.
• Understanding of trading floor IT support and associated technologies.
• Networking fundamentals related to EUC.

Non-Technical Skills:

• Strong leadership and influencing skills, with the ability to drive change and improvement.
• Excellent communication and stakeholder management skills, particularly with senior executives.
• Proactive problem-solving mindset focused on delivering measurable improvements.
• Ability to work under pressure in a fast-paced, demanding environment.
• Strong analytical and decision-making skills, with a focus on customer satisfaction.

Day-to-day of the role:

• Oversee the day-to-day operations and administration duties of End-User Computing production support to ensure smooth and effective service delivery.
• Manage teams responsible for dealing room support, back office support, help desk, and telecoms, aligning performance with business needs.
• Enhance monitoring of performance and availability of EUC computers and Telecoms systems.
• Identify and implement improvements to existing processes within the Windows Client and Citrix VDI environments.
• Reorganise teams to improve efficiency and maintain high-quality EUC services.
• Ensure EUC software license compliance and effective incident and problem management processes.
• Develop and implement service improvement plans to optimise operational workflows and raise performance levels.
• Strengthen relationships with senior business leaders through effective communication and proactive support.
• Collaborate with security and compliance teams to meet regulatory and internal standards.
• Manage relationships with vendors and third-party service providers to maintain effective support contracts and SLAs.

To apply for the End-User Computing Lead position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.