The End user computing team operates within the IT Global Shared Services (GSS) team. They are accountable for MDM
Services, Device imaging, computing hardware standards, remote support tooling and other computing standards.
The Group End user computing manager is accountable for the services within their remit, and the day to day management of
the EUC team. The Group End user computing manager is responsible for ensuring appropriate service ownership (through the
team or themselves) for the following services:
● Omnissa Workspace One
● Bomgar Remote support
● Global imaging services
The role involves advocacy of the services within the portfolio, including being the point person for Global IT teams for
implementation requirements, service related requirements, project activity. It also includes managing their areas during
acquisitions and assisting with managing any day zero activities.
Tasks & Responsibilities:
● Manages the work and day to day running of the EUC team, including project & BAU work allocation, performance
management & regular 121 and PDR reviewing.
● Responsible for the technical relationship between Rentokil Initial and Omnissa and acts as a gateway between the Rentokil
Initial businesses and the 3rd parties who they will be service owners of.
● Champions best practice use of EUC tooling within Rentokil Initial, making clear standards and helping global teams adopt
these standards or adapt them where required, always allowing reduction of spend on Microsoft products.
● Delivers Security initiatives and drives adoption of good security practice globally
● Drafts and maintains policy, standards and procedures for the service desk and incident management for related services.
Providing knowledge articles where needed
● Responsible for licensing and renewing the products with suppliers including forward looking budgets.
● Understands, tests and recommends new functionality and features within the EUC services environment, can advise senior
management on these changes and implement safely and successfully within the change framework.
● Uses network and performance discovery tools to determine network load and performance statistics of both hardware and
software. In production and evaluation of new hardware and tools.
● Identifies operational challenges and contributes to their resolution, checking that they are managed in accordance with
agreed standards and procedures. Provides reports and proposals for improvement to specialists, users and managers.
● Will work closely with our End User strategy driving ChromeOS in- to areas of the business. Including working with teams to
move away from Microsoft Office and other ‘legacy’ applications.
● Maintains risk registers and heat maps for relevant services
Requirements:
Experience:
● Has at least 5 years working in an end user related role.
● Has some experience in managing people
● Has an excellent knowledge of current EUC services.
● Has an excellent understanding of network configurations.
● Has an excellent understanding of EUC deployment and security concepts in an enterprise environment.
● Has an understanding of change control and deployment testing
● Has an understanding of licensing of software, and legal obligations such as compliance with the Data Protection Act/GDPR
etc.
Knowledge & Skills:
● Have good interpersonal skills. Is well organised and practical. Pays careful, close attention to detail. Has an extensive
understanding of installing many of the items of hardware and/or software to be found in own organisation; has also acquired
specialist expertise in all areas of installation
● Selects appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in
writing, and can present complex information to both technical and non-technical audiences. Facilitates collaboration between
stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets. Rapidly
absorbs new information and applies it effectively. Maintains an awareness of developing technologies and their application
and takes some responsibility for driving their own development.
● Displays a responsible attitude to following procedures, keeping records, and caring for equipment and other assets.
● Is familiar with IT hardware, software and operating procedures affecting own area of responsibility. Using this ability to
define strategies and standards.
● Is familiar with all aspects of service delivery. Displays up to date knowledge of significant areas of operational and/or
development environments
● Teamwork - Working cooperatively (rather than competitively) with others to achieve a common goal.
● Has good oral communication skills and takes an analytical approach to problem solving. Is thoroughly familiar with the
concepts and practices required to implement effective IT solutions, particularly those employed in own organisation.
● Organises and presents sound information and advice on issues such as maintenance of hardware assets, licensing of
software, and legal obligations such as compliance with the Data Protection Act.
● Takes responsibility for balancing many projects, providing effective team leadership whilst undertaking planning,
estimation, scheduling and implementation and, if appropriate, hand-over to client of installations. Reports on work performed
accurately and effectively. Engaged within the PI process.
● Supervises and gives instruction to less experienced colleagues in all aspects of current and correct operational practice.
Delegates responsibility for carrying out specific tasks to individuals as appropriate.
● Responds to enquiries by users, specialists or others and is able to deal effectively with a broad range of problems of
moderate complexity, only escalating those which need specialist or management attention.
● Reviews problem records to ensure that they are managed in accordance with agreed standards and procedures. Ensures
adherence to escalation procedures. Responds to escalated, complex and high impact problems in a timely fashion.
● Initiates action to maintain or improve levels of service within area of authority, recognising issues that need to be referred to
higher levels of management.
● Ensures that all requests from users for assistance are handled promptly and effectively such that agreed service levels are
met; is pro-active to ensure that users receive appropriate personal advice and guidance, and make effective use of the
facilities available to them.
● Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, investigating
complex situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the
effect on operations is minimised.
● Regularly monitors the incidence, status and speed of resolution of enquiries and incidents; is pro-active in devising
improvements and recommending changes to systems, products or services. Evaluates potential solutions, and implements
agreed field modifications or workarounds.
● Customer focus - Understanding the needs of the internal or external customer and keeping them in mind when taking
actions or making decisions.
Qualifications:
● ITIL® Foundation in IT Service Management
Benefits:
- Competitive salary and bonus scheme
- Hybrid working
- Rentokil Initial Reward Scheme
- 23 days holiday, plus 8 bank holidays
- Employee Assistance Programme
- Death in service benefit
- Healthcare
- Free parking
At Rentokil Initial, our customers and colleagues represent diverse backgrounds and experiences. We take pride in being an equal opportunity employer, actively encouraging applications from individuals from all walks of life. Our belief is that everyone irrespective of age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs, has the potential to thrive and contribute.
We embrace the differences that make each of our colleagues unique, fostering an inclusive environment where everyone can be their authentic selves and feel a sense of belonging. To ensure that your journey with us is accessible if you have any individual requirements we invite you to communicate any specific needs or preferences you may have during any stage of the recruitment process. Our team is available to support you; feel free to reach out to ([email protected]) if you need anything
Be Yourself in Your Application! At Rentokil Initial, we value innovation, but we want to see the real you! While AI can help with structure and grammar, make sure your application shows your true passion and understanding of the role. A personal touch will help you stand out.
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