IT Endpoint Service Owner

Introduction

We are seeking a dynamic and innovative IT Service Owner Endpoint Services (EUC) to join our team and take ownership of delivering reliable scalable and automated endpoint services. This is a critical role that requires a strategic mindset hands-on problem-solving skills and a passion for driving operational excellence in the end-user computing space. As the leader responsible for endpoint reliability automation and service management you will play a key role in shaping the future of endpoint services by reducing friction streamlining processes and ensuring seamless operations at scale.

The ideal candidate will have a proven track record of improving service outcomes through standardization automation and cross-functional collaboration. You thrive in a fast-paced regulated environment leveraging evidence-based decision-making to align teams and vendors around measurable outcomes. If you are excited by the challenge of eliminating repeat manual work operationalizing ITSM tools like ServiceNow and driving meaningful improvements in endpoint reliability we want to hear from you.

Responsibilities

• Own the end-to-end delivery availability and performance of endpoint services ensuring operational excellence and alignment with business objectives.
• Design and implement automation strategies to eliminate repeat manual tasks and improve the scalability and reliability of endpoint services.
• Collaborate with cross-functional teams including endpoint engineering ITSM security/IAM and vendors to establish and enforce standards patterns and workflows that reduce chronic friction.
• Leverage ServiceNow to drive measurable outcomes ensuring accurate ownership streamlined workflows and effective change/request management.
• Build and maintain evidence-by-design workflows to ensure compliance audit readiness and consistent reporting without relying on manual processes.
• Align vendor dependencies with measurable workload reductions enabling a sustainable reduction in reliance while maintaining high service standards.
• Build and maintain systems of record for asset and identity data to improve lifecycle consistency ownership and operational efficiency.
• Act as a strategic partner providing thought leadership and driving continuous improvement to optimize endpoint service delivery at scale.
• Advocate for a culture of automation learning agility and data-driven decision-making across teams and stakeholders.

Qualification summary

1. Typically 58 years (or equivalent progressive experience) in endpoint engineering/operations leadership with accountability for service outcomes: fleet reliability reduction of repeat issues and operational consistency at scale.
2. Demonstrated ability to reduce chronic endpoint friction by standardizing patterns and eliminating repeat failure modes; not a queue manager or escalations-only role.
3. Strong automation mindset: converts repeat work into repeatable workflows and safe automation at scale (device lifecycle standard changes and common request patterns) and partners effectively with platform/dev resources to implement it.
4. Operationalizes ServiceNow into measurable endpoint outcomes: accurate ownership consistent request/change patterns and CMDB usefulness for routing and impact awareness (not a data repository).
5. Evidence-by-design discipline: builds controls and evidence into everyday workflows so reporting and audit support are consistent and sustainable not manual and last-minute.
6. Governance without authority: can align service desk endpoint engineering ITSM security/IAM and vendors around standards and outcomes without turning into ticket escalation management.
7. Vendor workload reduction orientation: aligns to the charterremove toil so vendor dependency can shrink safely based on measurable workload reduction.
8. Strong learning agility: can ramp into an environment quickly prioritize the highest-impact friction points and convert them into standard workflows and automation.
9. Experience treating asset and identity data as systems of record and using that data to improve routing ownership and lifecycle consistency.
10. Certifications are helpful but not a primary screen; we value learning agility and an automation mindset over vendor-specific checklists.