Job Description

Are you an experienced IT Service Manager with a strong experience in End User Computing / Desktop Services?  Do you thrive in a fast paced and customer centric environment?  Do you resonate with the mission of using innovative technology to drive a business forward?

As EUC Services Manager you will be accountable for end user computing (EUC) services for 10,000 end users across 580 hotels, head office and field based teams. Leading an internal team of support engineers as well as various 3rd party service providers, you will own and be responsible for all EUC activities across Travelodge, including remote/onsite support, systems management and service improvements.

What you’ll be doing:

  • Defining and delivering the Travelodge EUC strategy

  • Building and leading the internal EUC support team, ensuring capacity and capability are continuously aligned with business needs.

  • Managing a number of 3rd party service providers, ensuring that contracted SLAs are met and value for money is achieved.

  • Monitoring and managing support ticket queues, ensuring all tickets are correctly prioritised, updated and resolved/fulfilled within SLA

  • Managing the timely procurement, deployment, repair and disposal of all EUC devices

  • Selecting, implementing and continuously improving EUC provisioning, automation and support tools.

  • Proactively monitoring and analysing service performance, ensuring WIP, SLAs and other KPI targets are consistently achieved.

  • Leading EUC service improvement initiatives, ensuring improvements are identified, prioritised, planned and delivered at the required pace.

  • Working closely with the Infrastructure, Applications, Service Management and Security teams to ensure there is a coordinated and integrated approach to EUC service provision.

  • Championing the adoption of ITSM processes for EUC services and working with the wider Service Management team to identify and implement improvements

A bit more about you:

  • In depth experience as an IT Service Manager with end to end responsibility for end user computing / desktop services in a fast paced, customer centric and multi-site business.

  • Excellent awareness of modern approaches and current technology trends

  • Extensive experience implementing and supporting enterprise scale EUC services 

  • A good working understanding of EUC technologies and tools, such as Desktops/Laptops, Windows OS, SCCM, AD, Print, VPN, Google Workspace, Mobiles/MDM and VOIP.

  • Strong people management skills with a proven ability to build and lead a high performing, customer facing team to deliver measurable success.

  • Strong vendor management skills

  • Strong drive and determination with natural ability to effectively communicate with stakeholders

What we offer you:

  • exciting, fast paced environment 

  • 25 days annual leave (rising to 30 days) plus bank holidays

  • performance related bonus

  • hybrid working, giving you the flexibility to work from home 40 % of the time

  • BUPA healthcare insurance

  • 50% off accommodation, food and soft beverages at our hotels, plus a whole range of employee benefits including discounts at many major branded stores.

  • You can expect to have a full induction and training relevant to your role. 

Based in Thame, Travelodge is the UK’s largest independent hotel chain with over 570 hotels across the UK. We pride ourselves on offering an informal, but fast paced environment which offers a great work life balance.

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