Global Service Delivery Manager

Role Overview

The Global Field Services Manager is responsible for leading two core functions: Local EUC and EUC Services. Local EUC provides onsite and regional technology support across corporate offices, retail locations, airport sites, vaults, data centre locations and other operational environments. EUC Services acts as the third-line, centrally managed EUC capability, responsible for workstation endpoint, OS hardening, patching, software deployments, mobile device management, device lifecycle management, endpoint compliance and other centrally controlled EUC services.

The successful candidate will provide strong operational leadership across both functions, ensuring that onsite support and centrally managed EUC services are responsive, secure, consistent and aligned to global IT design standards. The role will work closely with Global Service Delivery, Network Operations, Infrastructure, Security, Retail Operations, Facilities, Change Management, vendors and country leadership teams to ensure local and central EUC services remain stable, supportable and fit for business use.

Role Purpose

The purpose of this role is to provide global leadership for the Local EUC and EUC Services functions, ensuring Travelex colleagues and operational sites receive consistent, high-quality onsite technology support while also benefiting from a robust, centrally managed third-line EUC service. The role will drive standardisation, accountability, lifecycle discipline, endpoint compliance and continual service improvement across both regional field support and centrally managed EUC capabilities.

Key Responsibilities

Global Field Services Leadership

• Lead the Global Field Services function across two core capabilities: Local EUC and EUC Services.
• Define and maintain the global operating model for both functions, including roles, responsibilities, escalation paths, service standards, technical ownership boundaries and governance routines.
• Ensure Local EUC and EUC Services operate as an integrated support model, with clear hand-offs between onsite support, second-line support, third-line engineering and central service ownership.
• Ensure services are delivered consistently across regions, while allowing controlled local adaptation where business, regulatory or operational requirements justify it.
• Act as the senior escalation point for field services and EUC service issues impacting business operations, colleague productivity, retail trading, endpoint compliance or site readiness.
• Develop a high-performing, customer-focused and accountable global field services culture across both local and central EUC teams.

Local EUC and Workplace Technology Support

• Own the delivery of onsite support for end-user devices, workplace technology and local infrastructure across global sites.
• Ensure effective support for laptops, desktops, mobile devices, operating systems, Microsoft 365, collaboration tools, printers, scanners, peripherals, meeting-room technology and approved business applications.
• Oversee executive and VIP support standards, ensuring responsive and professional service for senior stakeholders while maintaining consistent service principles for all users.
• Drive improvements in first-time fix, ageing ticket reduction, service quality, knowledge management and user experience.
• Work closely with EUC Services to ensure endpoint standards, deployment models and support playbooks are understood and adopted consistently by Local EUC and field teams.

EUC Services and Third-Line Endpoint Engineering

• Lead EUC Services as the third-line, centrally managed EUC capability responsible for endpoint engineering, standards, control and service reliability.
• Own central EUC responsibilities including OS hardening, patching, endpoint configuration, software packaging, software deployments, mobile device management, endpoint compliance and centrally managed EUC tooling.
• Ensure EUC Services defines and maintains global endpoint build standards, baseline configurations, deployment models, support playbooks and technical acceptance criteria.
• Provide technical escalation and engineering support for complex endpoint, operating-system, application deployment, MDM and device compliance issues that cannot be resolved through local or second-line support.
• Partner with Security, Infrastructure, IT Asset Management and Change Management to ensure endpoint services meet cyber, operational, lifecycle and compliance requirements.
• Drive automation, standardisation and proactive remediation across endpoint services, reducing manual effort and improving resilience, compliance and employee experience.

Retail, Vault and Site Technology Operations

• Lead field services support for retail and operational site technology, including tills, workstations, rate boards, local connectivity, peripherals, branch technology, vault support equipment and other approved site devices.
• Ensure technology incidents affecting retail trading, customer-facing services, site openings or operational continuity receive appropriate priority and ownership.
• Partner with Retail Operations, Facilities, Network Operations, Infrastructure and Application Support teams to support site openings, relocations, refurbishments, closures and technology remediation activity.
• Maintain strong operational controls for hardware inventory, site records, local support documentation and technology acceptance evidence.
• Support the adoption of a global Retail Technology Blueprint, ensuring sites are assessed against agreed hardware, configuration, security, resilience and supportability standards.

Endpoint Lifecycle, Asset, Configuration and Compliance Management

• Own the combined Local EUC and EUC Services execution model for endpoint build, deployment, replacement, recovery, decommissioning and disposal activities in line with global standards.
• Ensure accurate asset, stock, warranty, ownership, location, configuration and lifecycle information is maintained for equipment managed by field and EUC teams.
• Drive remediation of ageing, unsupported, duplicate, missing, non-compliant or under-utilised devices in partnership with IT Asset Management, Security and EUC Services.
• Oversee centrally managed EUC activities including operating-system upgrades, workstation changes, MDM adoption, software deployments, OS hardening, endpoint patching and endpoint compliance initiatives.
• Ensure Local EUC and EUC Services teams follow controlled processes for secure disposal, data protection, evidence capture, CMDB updates and compliance reporting.

Service Management and Operational Governance

• Ensure all field services work is managed through the ITSM platform with clear ownership, accurate categorisation, timely updates and complete resolution notes.
• Establish and monitor field services KPIs, including SLA performance, ticket age, backlog, repeat incidents, customer satisfaction, site readiness, asset accuracy and remediation progress.
• Contribute to incident, major incident, problem and change management processes where onsite support, local infrastructure or site technology is required.
• Drive root-cause analysis and corrective action for recurring local technology issues.
• Create consistent governance routines, reporting packs and operational reviews for regional teams, vendors and senior stakeholders.

Security, Risk and Compliance

• Ensure local technology services comply with Travelex security standards, endpoint configuration requirements, access control expectations and operational policies.
• Support vulnerability remediation, endpoint protection, encryption, secure configuration, software compliance and device hygiene activities across the global site estate.
• Ensure suspected security incidents are escalated promptly and relevant evidence is preserved in line with incident response procedures.
• Support audit, risk, regulatory and compliance evidence requests relating to local technology, end-user devices, site equipment and field services processes.
• Promote a security-first culture within field teams, ensuring convenience and speed are balanced with appropriate control and risk management.

Transformation, Automation and Continuous Improvement

• Lead field services participation in technology transformation programmes, including ITSM platform uplift, endpoint modernisation, site technology refreshes, security improvements and operational standardisation.
• Identify opportunities to automate repeatable support activities, improve self-service, enable shift-left support and reduce unnecessary onsite demand.
• Use service data, operational insight and regional feedback to drive measurable improvement in service quality, cost efficiency and operational resilience.
• Support global standardisation of workstation builds, site technology design, support documentation, deployment processes and operating procedures.
• Champion pragmatic innovation, including AI-enabled knowledge management, predictive support insights and improved field service scheduling where appropriate.

Stakeholder, Supplier and Regional Management

• Build trusted relationships with country leadership, Retail Operations, Facilities, Technology teams, Service Delivery and third-party suppliers.
• Translate local operational needs into clear global requirements, ensuring local teams have a voice in central technology decisions.
• Manage regional escalations, service risks, resourcing pressures, supplier issues and delivery dependencies.
• Ensure vendor activity is governed effectively, including site access, quality assurance, documentation, service acceptance and escalation management.
• Provide clear and concise reporting to senior leadership on field services performance, risks, issues, priorities and improvement plans.

Experience and Skills Required

Essential Experience

• Significant experience leading field services, Local EUC, deskside support, EUC engineering, workplace technology or regional IT support functions in a complex multi-site organisation.
• Proven experience managing geographically distributed teams across multiple countries, regions or time zones.
• Strong understanding of retail technology support, corporate workplace technology, endpoint lifecycle management, local infrastructure support and centrally managed EUC services.
• Experience leading or working closely with a third-line EUC capability responsible for endpoint engineering, OS hardening, patching, software deployments, MDM, endpoint compliance and technical escalation.
• Experience operating within ITIL-aligned incident, request, problem, change and service transition processes.
• Strong knowledge of Microsoft 365, Windows/MacOS endpoint environments, mobile device management, endpoint deployment, collaboration tools and workplace technologies.
• Experience managing operational performance through KPIs, SLAs, service reviews, governance forums and continuous improvement plans.
• Demonstrable experience supporting business-critical sites, including retail, airport, branch, vault, warehouse, operational or customer-facing environments.
• Experience working in a global, matrixed, multi-vendor technology environment.
• Strong stakeholder management skills, including the ability to influence senior business, technology and regional leaders.

Desirable Experience

• Experience within financial services, payments, retail, travel, foreign exchange, aviation or another regulated customer-facing sector.
• Experience delivering hardware refresh, operating-system upgrade, site technology refresh, MDM, endpoint compliance or workstation standardisation programmes.
• Experience operating within or partnering with a Global Capability Centre or offshore support model.
• Experience with endpoint management tooling such as Microsoft Intune, Windows Autopilot, Apple MacOS, Ivanti, Jamf, Entra ID, Active Directory, remote support tools and asset discovery platforms.
• Experience improving asset accuracy, stock control, device lifecycle governance and field service scheduling.
• Experience supporting audit, cyber security, risk or compliance evidence activities relating to endpoint and site technologies.

Leadership and Behavioural Expectations

• Leads with ownership, accountability and a strong service mindset.
• Builds high-performing teams across different regions, cultures and working models.
• Communicates clearly with technical and non-technical stakeholders, including senior leaders.
• Balances urgency with control, ensuring service issues are resolved quickly without compromising security, governance or quality.
• Uses data and operational insight to drive better decisions, prioritisation and service improvements.
• Creates a culture of collaboration, standardisation, continuous improvement and customer service excellence.
• Demonstrates resilience and calm leadership during high-pressure incidents, escalations and business-critical service issues.

Qualifications and Certifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Information Systems or equivalent professional experience.
• ITIL certification is strongly preferred.
• Relevant Microsoft, endpoint management, service management, project delivery or leadership certifications are advantageous.
• Additional qualifications in IT asset management, cyber security, Lean, Agile, Prince2, COBIT or SIAM are desirable.