Head of IT – Service & EUC

Hours: Monday to Friday, 37.5 hours per week

Location : London EC1V 4JY

Reporting Line: Group CIO

As part of our growth and transformation as one global enterprise business - we are seeking a Head of IT for Service & End User Computing; who will oversee global IT service delivery and workplace technology across 64 regional markets. This role establishes standard operating models, implements ITIL frameworks, manages a 24/7/365 follow-the-sun service desk, and ensures IT service alignment with operational business needs across global locations. Sound exciting for your next career chapter - and something you are well versed in?

What You’ll Be Doing:

• Global Service Delivery & Operations: Establish and maintain a single global entry point for all IT services and direct a 24/7/365 follow-the-sun global service desk operating across EMEA, APAC, and North America.
• ITSM & Infrastructure Governance: Structure the ITSM environment, owning configuration management (CMDB), asset tracking, and ITSM tool migrations. Deploy self-service automation, AI virtual agents, and knowledge bases to lower ticket volumes and operational costs.
• End User Computing (EUC) Strategy: Manage workplace technology lifecycles, hybrid workplace tools, operating system rollouts (e.g., Windows 11), mobile device management, and physical regional ‘Tech Bars'.
• Financial & Vendor Oversight: Direct global IT Capex and Opex budgets (£5M+ / $5M+) and manage third-party software/hardware vendor contracts, negotiations, SLAs, and risk profiles.
• Security, Compliance & Analytics: Collaborate with Security Operations to ensure endpoint and hardware compliance with GDPR, ISO 27001, and cyber security protocols and deliver performance metrics, SLAs, and trend reports to the Senior Leadership Team using PowerBI.
• Team Leadership: Build and manage a global IT service team, driving change management, tool adoption, and continuous operational improvement.

What You’ll Bring To The Role:

• Experience: Commensurate experience leading IT Service Desk, Helpdesk, and EUC functions within multi-national enterprises across regional markets.
• Budget Responsibility: Direct experience managing multi-million IT operational budgets (£5M+ / $5M+).
• Technical Knowledge: Hands-on experience with modern SaaS, Cloud solutions, Endpoint Detection & Response (EDR) tools, network infrastructures, target operating model (TOM) design, and CMDB structures.
• Certifications (Preferred/Beneficial):
• ITSM / Frameworks: ITIL (Foundation, Expert, or Master).
• Project Management: PRINCE2, APM, or Agile certifications.
• Leadership: CMI Level 7 Digital Leadership or equivalent.
• Technical: CompTIA Network+, CompTIA A+, SDI Service Desk Analyst, or Microsoft Certified Professional (MCP) track.

What We'll Offer In Return:

• Competitive Package: Base salary £90,000 - £110,000 per annum + annual company bonus
• Hybrid Working: Flexible office/home balance based out of our London office.
• Impact & Scale: Direct executive support to lead a fundamental IT transformation across our global Service and EUC
• Benefits: We offer 24 days annual leave rising to 29 (+ bank holidays) as well as many other benefits including Medicash, Contributory Pension (4%), enhanced sick pay, paternity, maternity & adoption leave, electric car buying scheme, life assurance, Perkbox & Taste Card!

Note: We move fast. Applications are reviewed on a rolling basis, and we may close this vacancy early.

Only those with eligibility to work in the UK without any VISA sponsorship will be considered at application stage.

More About Us...

Smollan is a full-service retail solutions partner with over 90 years of heritage, helping brands win at the point of purchase. Operating across 61 countries, we are trusted by over 500 global and local brands and employ more than 90,000 people. Our purpose is to create growth and transform lives by connecting people to products and possibilities. We deliver intelligent, end-to-end retail execution and experiences across the physical and digital landscape, directed by data and powered by technology and people. Our capabilities include Sales & Merchandising, Activations & Experiences, and Data & Technology. Smollan grows brands by growing people, creating value for clients and impact for consumers every day.

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