End User Services Programme Manager

We are looking for a strategic & forward-thinking End User Services Programme Manager to join the Global Technology (GTech) Program Management Office. In this role, you will lead initiatives across our End User Services portfolio and work directly with GTech leadership to deliver high impact programs that align to the GTech Strategy. This role focuses on delivering modern, reliable, and secure technology experiences that empower employees to be productive from anywhere. The ideal candidate combines strong program leadership with a deep understanding of end‑user technologies, service delivery models, and change management.

The End User Services Programme Manager is responsible for planning, managing, and delivering programmes focused on end-user computing, service desk, and digital workplace initiatives. This includes laptop hardware, productivity tools, A/V hardware, office technology & peripherals (i.e. printers, monitors), collaboration platforms (i.e. MS Teams), ITSM, end-user support services, enterprise service desk operations, and more.

Program Mangers will collaborate with all levels of the organisation and work directly with, and provide oversight of, third-party implementation partners and providers from within the Firm’s partner ecosystem. They will partner with business resources and/or client (acquisition) teams to identify cross-functional dependencies. 
They must be able to effectively work in a dynamic and changing environment, adjusting delivery plans as required.  They will maintain a good working relationship with teammates, clients and work effectively with client management and staff at all levels to gather information and execute programs.

Roles and Responsibilities:
•    Lead end-to-end programme management for enterprise end-user services and digital workplace initiatives such as the global deployment of new laptop HW processes & standards, M&A integration initiatives, creation of a global Service Desk, ITSM projects, and more.
•    Collaborate with business, GTech, and vendor teams to align programmes with strategic goals and end-user requirements.
•    Manage program budgets, timelines, risks, and dependencies with a disciplined, transparent approach.
•    Coordinate multiple cross-functional workstreams, dependencies, and integration points to ensure project deliverables are met in a timely fashion.
•    Develop and execute change management strategies, including communication plans, training materials, and adoption campaigns.
•    Coordinate internal, external, client or third-party resources to achieve expected project outcomes.
•    Establish, track, and report on project budget, project spend, resource allocations, and reserves.
•    Report project delivery actual vs plan variances.
•    Continuously monitor, identify, evaluate, remediate, track, and report on risks and issues; escalates issues, risks, and performance variances in a timely manner.
•    Monitor progress, analyse project data and reports project status and disposition to managers and stakeholders on regular and timely basis.
•    Effectively challenge, negotiate, and influence colleagues to produce value-add solutions that drive progress, and support the Firm’s culture and strategies

Skills and Qualifications:
•    Bachelor’s degree or equivalent years of relevant professional experience.
•    7-10 years of successful Agile project/program management experience (or program management of merger and acquisitions) with an emphasis on technology initiatives and experience in a professional services firm.
•    Demonstrated ability to lead cross‑functional teams and influence without authority.
•    Excellent stakeholder management, issues/risks management, and organizational skills.
•    Proven experience managing complex, multi-workstream IT programmes, including Helpdesk and ServiceNow delivery.
•    Strong understanding of end-user technologies and services: Windows/Mac OS, Microsoft 365/Office 365, Microsoft Teams, and ServiceNow.
•    Excellent oral and written communication skills - Ability to communicate difficult subject matter in a clear and concise fashion and enable successful delivery of innovation.
•    Project Management Professional (PMP), Scrum Product Owner (CSPO), ScrumMaster (CSM), or similar project management certification.

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