End User Services Team Lead - 7468

Cambridge University Press & Assessment; Cambridge; Hybrid; GBP 46,000 - 61,000; Full time

Benefits offered by this job

28 days annual leave

Private medical insurance

Discretionary annual bonus

Group pension scheme

Life assurance

Green travel schemes

Job summary

Cambridge University Press & Assessment in Cambridge is seeking an experienced End User Services Team Leader (Projects) to lead a team of Senior End User Services Engineers and drive major EUS initiatives. You will balance operational stability with strategic project delivery and act as escalation point for complex incidents.

The role is hybrid, with 80% on-site time at the Triangle Building and flexible working arrangements where possible. Strong leadership and ITIL expertise are essential.

Qualifications

• Experience leading senior technical specialists.
• Delivery of complex End User Services projects.
• 5+ years operational IT experience in a complex enterprise environment.
• Strong stakeholder management with senior leaders and directors.
• Experience leading major incidents and incident response activities.
• Strong knowledge of ITIL service management principles.
• Expertise across Microsoft 365 and endpoints (Intune/SCCM, Windows, macOS).

Responsibilities

• Lead a team of Senior End User Services Engineers and technical SMEs.
• Oversee delivery of mission-critical End User Services initiatives.
• Manage major EUS projects and change programmes.
• Allocate resources across operational support and project activity.
• Ensure delivery within agreed service levels and standards.
• Act as escalation point for complex incidents and lead responses.
• Ensure solutions are fully documented and transitioned into service.
• Provide leadership across the EUS function with senior stakeholders.

Skills

Team leadership

Project delivery

ITIL knowledge

Microsoft 365

Intune/SCCM

Windows

macOS

Mobile device management

Stakeholder management

Incident response

Tools

Citrix

VMware Horizon

Exchange

Telephony systems

Storage technologies

Job description

Job Title: End User Services Team Leader (Projects)

Salary: £46,000 - £61,450

Location: Cambridge, UK – Hybrid 80% onsite at the Triangle Building

Contract: Permanent

Hours: Full time (35 hours per week)

Are you an experienced technology leader who thrives on delivering critical IT services while driving complex projects and leading high-performing technical teams?

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

We're looking for an experienced End User Services Team Leader (Projects) to lead a team of senior technical specialists, deliver major End User Services (EUS) initiatives, and ensure the operational excellence of services relied upon by colleagues and customers across the globe. This is an exciting opportunity to combine people leadership, project delivery, and technical oversight in a highly visible role supporting our mission to help learners and educators worldwide.

About The Role

As End User Services Team Leader (Projects), you will be responsible for leading a team of Senior End User Services Engineers, overseeing the delivery of mission‑critical services, and managing significant EUS projects and change initiatives. Working within a matrix management environment, you will balance operational stability with continual service improvement and strategic project delivery.

• Leading, coaching and developing a team of Senior End User Services Engineers and technical SMEs.


• Managing contractors engaged on key EUS projects, ensuring successful delivery and knowledge transfer.


• Owning the planning, prioritisation and delivery of major End User Services projects and change programmes.


• Allocating resources effectively across operational support and project activity to maintain service continuity.


• Ensuring delivery of End User Services within agreed service levels and operational standards.


• Acting as an escalation point for complex incidents and leading major incident responses.


• Ensuring solutions are operationally supportable, fully documented and successfully transitioned into service.


• Providing leadership across the EUS function and collaborating with senior stakeholders across the organisation.

This position has been classified as a hybrid role. Due to the leadership and collaboration requirements of the role, the successful candidate will typically spend 80% of their working time onsite in Cambridge.

Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long‑term health condition.

About You

You will be an experienced IT operations and service delivery leader with a proven track record of managing senior technical specialists and successfully delivering complex End User Services projects. You'll be comfortable operating in a fast‑paced environment, influencing stakeholders at all levels, and leading teams through change while maintaining excellent operational performance.

Essential criteria

• Experience leading senior technical specialists and subject matter experts.


• Proven experience delivering complex End User Services projects and major change initiatives.


• At least five years' operational experience within a complex enterprise IT environment.


• Strong stakeholder management skills, including experience working with senior leaders and directors.


• Experience leading major incidents, escalations and incident response activities.


• Strong knowledge of ITIL service management principles and processes.


• Expertise across Microsoft 365, Endpoint Management (Intune/SCCM), Windows, macOS, mobile device management and collaboration technologies.


• Excellent communication skills with the ability to explain complex technical concepts clearly and influence others.

Your application will be even stronger if you can also demonstrate the following desirable criteria:

• Experience managing technical contractors and third‑party suppliers.


• Experience operating within matrix‑managed organisations.


• Knowledge of Citrix, VMware Horizon, Exchange, telephony, storage technologies and modern workplace solutions.


• Experience driving process improvements, service optimisation and continuous improvement initiatives

We recognise that candidates may bring relevant experience from a variety of backgrounds. If you are excited about this opportunity but do not meet every requirement,

Rewards And Benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world‑class, flexible rewards package, featuring family‑friendly and planet‑friendly benefits including:

• 28 days annual leave plus bank holidays


• Private medical and Permanent Health Insurance


• Discretionary annual bonus


• Group personal pension scheme


• Life assurance up to 4 x annual salary


• Green travel schemes

The closing date for all applications will be 18th September.

We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place during or shortly after the job closes.

We aim to support candidates after the interview process with reasonable adjustments due to a disability or long‑term health condition.

Shortlisted and progressed through the stages, you can expect:

• A 15‑minute screening call with the Hiring Manager.


• First stage virtual interview via MS Teams. You will be provided with a brief to complete a role related task which will need to be returned by email in advance of your interview.


• Final stage interview: in‑person at our offices in Cambridge.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long‑term health condition, and who best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable and/or appropriate, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long‑term health condition.

Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.