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London, Manchester, Reading
Job Family
Digital & Technology
Job Type
Full Time
Posted Date
Ref #

We are looking for an End User Computing - Service Management Team Leader. In this role, you will lead the experience-based service delivery for any internal or partnered EUC Support Teams, across Service Desk, Deskside Support, VIP Support, Device Services, DaaS, Request Fulfilment & Digital Workplace Employee Experience.

We'll look to you to:

  • Continually improve and transform service provision to our customers, modernising service and reducing need for customer interaction
  • Manage our external partners & internal teams, controlling the quality of service to our internal users
  • Support the transition to an experience-based service delivery (XLA)
  • Support and influence the internal Digital Workplace strategy, by putting employee experience and the heart of everything we do
  • Support Governance & Compliance across all Digital Workplace governance rules (including but not limited to, SOX, ISO 27k, CAS-T)
  • Manage escalations and be responsible for resolution of areas of conflict (such as environments, resource, budget priorities)
  • Recruit, mentor, and manage a high-performing team of IT professionals
Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

In order to be considered, you must have the following experience;

  • Experience leading an Operational Service Management Team
  • An ‘experience first’ mentality
  • Continual Service Improvement
  • Stakeholder management with internal customer management and leadership teams
  • Compliance Controls operation, ensuring no deficiencies and changes to controls are delivered according to business need
The other stuff we are looking for

We'd also love you to bring;

  • ITIL qualified 
  • Experience in transitioning from a traditional service based delivery to an experience-based service delivery
What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've applied the next steps of the process, if successful, are likely to include a personality profile assessment followed by a competency based interview.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family.


Let's stay connected

Things move pretty fast around here. New tech, new products, new ideas – and new opportunities for talented people like you.

So, create a tailored job alert and we’ll let you know as soon as your dream role’s ready for you.

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