EUC Service Resilience & Engineering Lead

Contract: EUC Service Resilience & Engineering Lead

Start Date: July 2026

Duration: 6 months

Location: Hybrid - 2 days a week on site in London

Rate: Negotiable - Deemed outside IR35

Overview

We are seeking an experienced technology leader to drive service resilience, operational excellence, and problem management across a large-scale End User Computing (EUC) environment.

This role will lead a specialist engineering capability focused on proactive issue detection, root cause analysis, service improvement, and operational stability. Working closely with engineering, operations, service management, and transformation teams, you will ensure that technology services remain resilient throughout periods of significant business and technical change.

Key Responsibilities

• Lead the identification and management of recurring service issues across a complex EUC estate.
• Drive proactive problem detection through monitoring, telemetry, analytics, and operational tooling.
• Coordinate investigations into major incidents and recurring service disruptions, ensuring timely escalation from incident to problem management.
• Lead and oversee Root Cause Analysis (RCA) activities, driving effective remediation and permanent fixes.
• Manage specialist engineering resources to ensure appropriate technical coverage, capacity planning, and support for operational priorities.
• Produce regular service stability and resilience reporting to support prioritisation and decision-making.
• Represent the service resilience function during major incidents, service reviews, and governance forums.
• Collaborate with infrastructure, network, identity, collaboration, and EUC teams to improve overall service reliability.
• Work with internal stakeholders, suppliers, and third-party partners to accelerate issue resolution and service improvement initiatives.

Essential Skills & Experience

• Minimum 5 years' experience in a leadership or management role within Enterprise IT Operations, Engineering, or EUC environments.
• Proven experience leading complex cross-functional Root Cause Analysis and problem management activities.
• Experience managing third-party vendors and suppliers to support issue remediation and service improvement.
• Strong understanding of Major Incident Management processes within large enterprise environments.
• Experience supporting large-scale EUC transformation, migration, or modernisation programmes.
• Architectural-level understanding of EUC technologies and supporting infrastructure components.
• Broad technical knowledge spanning End User Computing, Identity & Access Management, Networking, Collaboration, and Infrastructure services.
• Experience operating within regulated environments with strong governance, audit, risk, and change control requirements.
• Demonstrated success working within global organisations across multiple regions and time zones.
• Excellent communication and stakeholder management skills with the ability to engage both technical and non-technical audiences.

Technical Skills

• Problem and Incident Management, including telemetry-led issue detection, trend analysis, ticket analysis, and knowledge management.
• Root Cause Analysis methodologies and tooling, with experience driving issues through to remediation and release deployment.
• Observability and monitoring platforms, including Digital Employee Experience (DEX) and endpoint monitoring solutions.
• Microsoft 365 administration, reporting, and service health monitoring.
• Endpoint and EUC monitoring technologies.
• Enterprise ITSM platforms and escalation management processes.
• Service reporting, operational analytics, and performance trend analysis.
• Change, release, and service transition processes within enterprise environments.
• Experience working in a large enterprise environments

Desirable

• Experience delivering global End User Computing transformation programmes.
• Knowledge of Digital Employee Experience (DEX) platforms such as Nexthink or similar technologies.
• ITIL

Networking People (UK) is acting as an Employment Business in relation to this vacancy.