End User Services Lead

Purpose

Lead End User Services across APAC as the regional owner for the global EUS Chapter strategy, translating the global direction into a clear regional roadmap and ensuring consistent execution across countries and locations. The role is accountable for aligning regional priorities, capabilities, standards and investment with the global Chapter, while representing APAC requirements and influencing the evolution of the global strategy.

Provide strategic and operational leadership for the APAC End User Services community, creating a high-performing, customer-focused organisation that delivers a consistent and measurable service experience. Establish clear governance, ownership and performance management across the region, and develop the skills and capacity needed to deliver the Chapter roadmap.

Partner with global Chapter leaders, regional COG leadership, Technology teams and the business to deliver workplace transformation, endpoint lifecycle, service improvement, security, compliance and real-estate initiatives. Ensure APAC delivery is integrated with global programmes, that local requirements are understood, and that risks, dependencies and investment decisions are actively managed.

Act as the senior regional escalation and visible face of End User Services, ensuring executives and colleagues receive a high-quality experience and that issues spanning multiple technology teams are driven to resolution.

Key Responsibilities: 

• Own the alignment and delivery of the global End User Services Chapter strategy across APAC. Translate global outcomes, standards and priorities into a regional roadmap with clear milestones, resources, dependencies and measures of success.
• Act as the APAC representative within the global EUS Chapter. Bring regional business, country and regulatory requirements into global planning, influence strategic decisions, and ensure decisions and standards are communicated and adopted consistently across the region.
• Establish governance for the regional Chapter roadmap. Track delivery, benefits, risks, financials and dependencies; provide transparent reporting; and intervene where progress or outcomes are at risk.
• Lead the APAC End User Services organisation, including workforce planning, organisational design, objectives, performance, succession, capability development and colleague engagement. Build the skills and capacity required by the future Chapter strategy.
• Drive a consistent regional operating model, service catalogue, processes, controls and customer experience aligned with global standards, while managing justified local variations through appropriate governance
• Partner with global Chapter leads, other infrastructure and technology Chapters, Product and Engineering teams, Security, Service Management, Real Estate and business stakeholders to clarify accountability, remove cross-team barriers and deliver end-to-end outcomes.
• Sponsor and lead the regional delivery of strategic workplace and technology change, including endpoint modernisation, hardware and operating-system lifecycle, collaboration services, automation, security and compliance initiatives, office moves and other real-estate programmes.
• Use service performance, customer feedback, asset and financial data to identify improvement opportunities, prioritise investment, demonstrate value and drive measurable improvements in user experience, resilience, productivity and cost effectiveness
• Own senior regional stakeholder engagement and act as the escalation point for material service issues. Coordinate the appropriate teams, maintain clear communications and ensure actions address root causes as well as immediate recovery.
• Ensure effective operational delivery across APAC, including end-user device and standard application support, executive support, meeting and collaboration technology, and agreed hands-on support for centrally managed infrastructure. Maintain appropriate controls, documentation, resilience and audit readiness.
• Leverage AI tooling to streamline and improve operational efficiencies across EUS in the region.

Technical Skills

• Understanding of Intel based PCs, VDI, Printers and peripherals
• Knowledge of Windows 10/11 Operating systems
• Understanding of Office 365
• Knowledge of MS Windows server
• Knowledge of Microsoft desktop office applications 
• Knowledge of Cisco Webex solutions

Financial Proficiency

• Good numeric skills and ability to track financials.

Communications Skills

• Excellent verbal communication skills and the ability to work and communicate with staff at varying levels of seniority from technicians to senior managers, on both technical and non-technical levels.
• Excellent written and email communication skills and the ability to clearly convey the message in an easily understood manner. 

Regulatory & Compliance

• A strong understanding of audit controls, specifically relating to IT and compliance within an Operations environment

Leadership & Team working

• Ability to translate global strategy into an executable regional roadmap and lead delivery through a distributed, multi-country organisation.
• Ability to influence global and regional stakeholders, reconcile competing priorities and create alignment without relying solely on direct authority.
• Strong organisational leadership, including workforce planning, capability development, succession and leading through change.
• A strong teamwork ethic with the ability to build durable partnerships across Chapters, Technology and Business teams and establish clear accountability for end-to-end outcomes.
• Must have a positive and decisive approach to conflict resolution, risk management and delivery accountability.

Systems and Programmes

• An excellent understanding of Windows based PCs and MS Office Products

Knowledge

• Must be fluent in English Language (both written and verbal).
• Regional Language skills across the APAC region would be an advantage.
• IT based qualifications as applicable to the role.

Experience: 

• Significant experience leading a customer-facing End User Services or workplace technology function across multiple countries or markets, including support for business and executive stakeholders.
• Demonstrable experience translating global strategy into regional plans and delivering complex, cross-functional change through matrixed teams.
• Experience establishing operating models, governance, service standards and performance measures across a distributed organisation.
• Strong commercial, financial and supplier-management awareness, with experience prioritising investment and managing delivery risk and dependencies.
• Proven analytical, problem-solving, influencing and stakeholder-management skills.
• Self-motivated, customer-focused and comfortable balancing strategic leadership with operational accountability.