Director, Regional IT Operations (EMEA)

Overview

As Director of UK Global Desktop Services, you will lead end-user technology delivery for the region, balancing strategic direction with hands-on execution. You’ll ensure a high-quality user experience, drive operational excellence, and align regional efforts with global standards. You will address complex incidents, manage service delivery across desktops and collaboration tools, and mentor regional teammates. This is a chance to shape end-user computing at scale within a purpose-driven, global insurer.

Responsibilities

• Lead and support first- and second-line service delivery across the region (desktops, laptops, printers, local infrastructure)
• Coordinate workplace technology and office IT dependencies (network room, power, UPS, HVAC, telephony, collaboration)
• Act as senior escalation point for complex incidents and service issues
• Drive incident and problem management, including root-cause analysis and remediation
• Lead regional initiatives and align with global programs
• Coordinate project activities to deliver regional outcomes
• Support deployment, configuration, and maintenance of end-user hardware/software
• Maintain operational documentation and user enablement
• Mentor regional technical talent and oversee regional asset inventories
• Maintain regional knowledge base and support repositories
• Identify opportunities to improve service quality, resilience, and efficiency
• Participate in on-call and after-hours support as needed
• Uphold governance, standards, and global service expectations

Key requirements

• End-user computing and desktop services expertise in a complex enterprise setting
• Strong knowledge of core infrastructure services and enterprise administration (Active Directory, messaging)
• Experience operating in a global service model and cross-regional collaboration
• Self-directed with disciplined execution and ability to balance strategy with daily ops
• Advanced problem-solving for hardware, software, and service issues
• Excellent written and verbal communication with stakeholders and leadership
• Ability to build trusted relationships and influence outcomes
• Experience leading regional initiatives and contributing to global projects

• Strong communication
• Relationship building
• Influence and leadership
• Windows desktop environments
• Microsoft Office and enterprise productivity tools
• Enterprise telephony and voice services

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