{"id":3870209,"url":"https://alion.io/job/howden-it-infrastructure-euc-collaboration-service-manager","title":"IT Infrastructure EUC & Collaboration Service Manager","company":{"id":708547,"name":"Howden","domain":"howdengroup.com","url":"https://alion.io/company/howdengroup-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":183,"ghost_share":0.016,"stale_share":0.153,"repost_share":0.098,"time_to_fill_p50_days":28,"computed_at":"2026-11-08T05:47:12Z"}},"role":"DevOps","role_family":"DevOps","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DLP","optional":false},{"name":"OneDrive","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"Tanium","optional":false},{"name":"Windows","optional":false},{"name":"Active Directory","optional":true},{"name":"Azure","optional":true},{"name":"CAPA","optional":true},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"ITIL","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-11-06T14:05:48Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-08T20:16:51Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Who are we?\nHowden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.\nPeople join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you’ll find like-minded people driving change at Howden.\nIT Infrastructure EUC & Collaboration Service Manager\nAccountable for the end-to-end quality, availability and user experience of Infrastructure, End User Computing (EUC) and Collaboration services delivered through outsourced service providers. Act as the retained service management lead, translating business requirements into service outcomes and holding providers accountable for contractual delivery, operational controls and continuous improvement. Work across a global organisation covering the UK, Europe, AsiaPac and US, partnering with business units, Service Desk, Security, Architecture and delivery teams. Scope includes hybrid cloud and data centre infrastructure, managed endpoints, identity dependencies and Microsoft 365 collaboration services.\nMaintain clear service ownership, support models and escalation paths across retained teams and providers. Lead operational governance, monitoring SLA/KPI performance, recurring issues and corrective actions. Govern service transition and acceptance, ensuring operational readiness, documentation, knowledge transfer, resilience and early-life support, while maintaining a prioritised service improvement plan informed by service trends, user feedback and operational risk.\nReporting Line: Head of Infrastructure & Operations\nTravel Requirements: Occasional travel to UK office locations as required.\nWork Pattern: Full Time, Permanent, Hybrid London\nJob Specific Skills Profile\nEssential Service Management and Technical Skills\nStrong understanding of managed endpoint services, including Intune, Autopilot, configuration profiles and application deployment, sufficient to challenge provider designs, controls and delivery quality.\nUnderstanding of Tanium, application packaging, patch deployment, endpoint lifecycle management and compliance reporting across managed device estates.\nProven experience managing enterprise IT services delivered by outsourced providers, including service reviews, SLA assurance, escalation management and cross-supplier coordination.\nPractical knowledge of IT service management, including incident, major incident, problem, change, request, configuration, availability and capacity management.\nStrong understanding of Windows desktop services, device provisioning, remote support, user experience monitoring and the management of recurring endpoint issues.\n\nAbility to interpret service dashboards, operational data and commercial reports, and assess PowerShell or other automation proposals for supportability and measurable benefit.\nWorking knowledge of identity and access controls, MFA, endpoint protection, encryption, DLP, secure web access, logging and vulnerability remediation, with clear ownership between service providers and Security.\nStrong understanding of Microsoft 365 collaboration services, including Teams, Exchange Online, SharePoint Online and OneDrive; oversight of service health, messaging, meeting services, external sharing and information lifecycle controls with relevant owners.\nDesirable Experience\nITIL qualification or equivalent practical experience; familiarity with multi-provider service integration, commercial governance and service management platforms.\nExperience governing Windows Server services, technology lifecycle risks and remediation of unsupported infrastructure.\nGood knowledge of Active Directory, DHCP, DNS & Group Policy, and Intune.\nGood knowledge of Azure & Nutanix\nExperience with Microsoft 365 service transitions, tenant migrations and collaboration adoption initiatives.\nKnowledge of identity management solutions such as Entra ID\nKnowledge of proxy services such as Netskope\nThe role requires:\nDemonstrate successful ownership of outsourced services, including recovery of underperforming services and delivery of measurable improvements.\nInfluence providers and internal stakeholders without direct managerial authority, maintaining constructive relationships while challenging decisions with evidence and ensuring clear accountability.\nDemonstrate a very high level of customer service and empathy to the customer issues.\nWorked in the insurance or financial services sector previously.\nExercise sound judgement under pressure, prioritise by business impact and risk, and escalate material service or commercial concerns promptly.\nBe an excellent all-round communicator through verbal and written communication, possibly multi-lingual with Spanish being highly desirable.\nCore Responsibilities for all Staff\nAchieve Results through Relationships with All Parties\nContribute through individual performance to achieving Group and/or Company objectives\nBuild lasting relationships with internal clients, suppliers, third parties and other staff\nDelivery of Service\nConsistently deliver an excellent and comprehensive service\nConduct and Integrity\nEnsure all dealings are carried out with integrity and professionalism\nAct in utmost good faith, in accordance with Group and/or Company policies and never risk the Company’s or the Group’s reputation\nDevelopment and Professionalism\nContinually strengthen skills and knowledge\nDevelop others where you are responsible for their performance\nMust possess a passion for quality and continuous improvement\nAble to multi-task and prioritise appropriately\nGeneral Responsibilities\nClients\nDevelop strong relationships with the Business Units\nRespond to the Business Units’ requirements as appropriate\nSupport the business units with their use of the IT systems\nBehave with all clients (both internal and external) fairly and ethically with excellent customer service\nTake ownership of issues and provide updates to users on outstanding issues.\nAdministration\nKeep records on Group and Company systems up to date at all times\nInterpret instructions and issues arising, and then implement actions according to policies and procedures\nSupport\nAct as the service escalation point for the Group IT Service Desk; coordinate providers during major incidents and ensure clear business communications, effective restoration and agreed follow-up actions.\nEnsure provider changes follow agreed change control, with business impact assessment, testing, approvals, communications, rollback plans and post-implementation review where required.\nAssure that providers maintain accurate runbooks, support documentation, knowledge articles, asset and configuration records, and service dependency information.\nRequire prompt root cause analysis after significant service disruption, challenge findings and track corrective and preventive actions to closure supported by evidence.\nDrive cross-provider problem management for recurring incidents, maintaining prioritised problem records, workarounds and permanent resolution plans.\nGovern endpoint and collaboration service delivery, including joiner, mover and leaver hand-offs, device fulfilment, patching, application availability and collaboration incidents, in line with agreed service ownership.\nService Outcomes and Reporting\nProvide a consolidated service scorecard covering availability, incident restoration and recurrence, request fulfilment, change success, backlog ageing, user satisfaction and provider improvement actions.\nReport endpoint patch and security-control compliance, recovery test outcomes, lifecycle risks, licence utilisation and expenditure against budget, using agreed data sources and clearly identified exceptions.\nAgree metric definitions, targets and reporting frequency with service owners and providers in line with contracts and business priorities; explain deviations, business impact and recovery plans rather than reporting headline SLA results alone.\nCompliance\nEnsure compliance with all applicable Group and /or Company policies and procedures\nEnsure correct authorisation is obtained and processes followed when required by the Group and/or Company policies and procedures\nEnsure compliance with legal and regulatory requirements\nObtain provider evidence for agreed security, access, patching, data protection and operational resilience controls; support audits and third-party assurance, maintain service risks and remediation plans, and escalate exceptions to the appropriate risk owner. Risk acceptance remains with authorised business owners.\nKeep your performance, HR and T&C records current and compliant with Group requirements\nMaintain accurate records and deal with correspondence appropriately\nEnsure compliance with Anti Bribery and Corruption policy and procedures\nWhat do we offer in return?\nA career that you define. At Howden, we value diversity - there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:\nOur successes have all come from someone brave enough to try something new\n\nWe support each other in the small everyday moments and the bigger challenges\n\nWe are determined to make a positive difference at work and beyond\n\nReasonable adjustments\nWe're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.\nIf you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application - if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.\n*Not all positions can accommodate changes to working hours or locations. 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