IT Infrastructure EUC & Collaboration Service Manager

Howden UK Brokers; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Howden UK Brokers is recruiting an IT Infrastructure EUC & Collaboration Service Manager to own the end-to-end quality, availability and user experience of EUC and Collaboration services delivered via outsourced providers. The role spans global coverage with a London-hybrid pattern and close collaboration with Service Desk, Security, Architecture and delivery teams.

Maintain service ownership, governance, and escalation paths, plus a prioritised service improvement plan informed by trends,

Qualifications

• Accountable for end-to-end quality, availability and user experience of EUC and Collaboration services.
• Lead governance of outsourced services, ensuring contractual delivery and continuous improvement.
• Manage service transitions, SLAs, and escalation paths across retained teams and providers.
• Strong understanding of Windows endpoint services and security controls.

Responsibilities

• Own service quality and availability for Infrastructure, EUC and Collaboration across providers.
• Govern SLA/KPI performance and corrective actions.
• Lead service transition, acceptance and lifecycle governance with documented plans.
• Collaborate with Service Desk, Security, Architecture and delivery teams.

Skills

End user computing

Service management

SLA governance

Cloud & data centre

Microsoft 365

Security & identity

Vendor management

Education

ITIL qualification

Tools

Intune

Autopilot

PowerShell

Tanium

Microsoft 365 suite

Teams

Exchange Online

SharePoint Online

OneDrive

Netskope

Active Directory

DNS & Group Policy

Job description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.

IT Infrastructure EUC & Collaboration Service Manager

Accountable for the end-to-end quality, availability and user experience of Infrastructure, End User Computing (EUC) and Collaboration services delivered through outsourced service providers. Act as the retained service management lead, translating business requirements into service outcomes and holding providers accountable for contractual delivery, operational controls and continuous improvement. Work across a global organisation covering the UK, Europe, AsiaPac and US, partnering with business units, Service Desk, Security, Architecture and delivery teams. Scope includes hybrid cloud and data centre infrastructure, managed endpoints, identity dependencies and Microsoft 365 collaboration services.

Maintain clear service ownership, support models and escalation paths across retained teams and providers. Lead operational governance, monitoring SLA/KPI performance, recurring issues and corrective actions. Govern service transition and acceptance, ensuring operational readiness, documentation, knowledge transfer, resilience and early-life support, while maintaining a prioritised service improvement plan informed by service trends, user feedback and operational risk.

Reporting Line

Head of Infrastructure & Operations

Travel Requirements

Occasional travel to UK office locations as required.

Work Pattern

Full Time, Permanent, Hybrid London

Job Specific Skills Profile

Essential Service Management and Technical Skills

• Strong understanding of managed endpoint services, including Intune, Autopilot, configuration profiles and application deployment, sufficient to challenge provider designs, controls and delivery quality.
• Understanding of Tanium, application packaging, patch deployment, endpoint lifecycle management and compliance reporting across managed device estates.
• Proven experience managing enterprise IT services delivered by outsourced providers, including service reviews, SLA assurance, escalation management and cross-supplier coordination.
• Practical knowledge of IT service management, including incident, major incident, problem, change, request, configuration, availability and capacity management.
• Strong understanding of Windows desktop services, device provisioning, remote support, user experience monitoring and the management of recurring endpoint issues.
• Ability to interpret service dashboards, operational data and commercial reports, and assess PowerShell or other automation proposals for supportability and measurable benefit.
• Working knowledge of identity and access controls, MFA, endpoint protection, encryption, DLP, secure web access, logging and vulnerability remediation, with clear ownership between service providers and Security.
• Strong understanding of Microsoft 365 collaboration services, including Teams, Exchange Online, SharePoint Online and OneDrive; oversight of service health, messaging, meeting services, external sharing and information lifecycle controls with relevant owners.

Desirable Experience

• ITIL qualification or equivalent practical experience; familiarity with multi-provider service integration, commercial governance and service management platforms.
• Experience governing Windows Server services, technology lifecycle risks and remediation of unsupported infrastructure.
• Good knowledge of Active Directory, DHCP, DNS & Group Policy, and Intune.
• Good knowledge of Azure & Nutanix
• Experience with Microsoft 365 service transitions, tenant migrations and collaboration adoption initiatives.
• Knowledge of identity management solutions such as Entra ID
• Knowledge of proxy services such as Netskope

The role requires:

• Demonstrate successful ownership of outsourced services, including recovery of underperforming services and delivery of measurable improvements.
• Influence providers and internal stakeholders without direct managerial authority, maintaining constructive relationships while challenging decisions with evidence and ensuring clear accountability.
• Demonstrate a very high level of customer service and empathy to the customer issues.
• Worked in the insurance or financial services sector previously.
• Exercise sound judgement under pressure, prioritise by business impact and risk, and escalate material service or commercial concerns promptly.
• Be an excellent