End User Compute; EUC Discipline Lead

Overview

At Sword, we're on a mission to redefine how organisations experience technology and data services. With over 600 professionals in the UK and a global presence, we've evolved from traditional support models into a strategic partner delivering secure, scalable, and sector-specific managed IT services. Our Managed Services function has grown to become a cornerstone of our digital services offering, providing customers with reliable, cost-effective services that empower their teams and streamline operations.

We're looking for a passionate EUC Discipline Lead to join our dynamic team and help us continue this journey of innovation and excellence.

What The Opportunity Looks Like:
The EUC Discipline Lead is responsible for overseeing the delivery and continuous improvement of all End User Compute services within the customer environment. This includes device management, desktop support, collaboration tools, mobile services, and user experience management. The EUC Lead acts as the customer's advocate, ensuring service quality, stability, and innovation in end-user productivity technologies.

• Service Ownership: Lead the delivery of end user services, including desktop management, application packaging, mobile device management (MDM), collaboration tools (M365, Teams, etc.), and service desk integration.
• Customer Interface: Serve as the primary EUC contact for the customer's IT and business stakeholders, ensuring that user experience and satisfaction remain high.
• Governance & Service Performance: Monitor and report on service performance metrics, driving continuous improvement and alignment with customer expectations.
• Technology
  
  Roadmap:
  
  Develop and maintain the EUC technology roadmap, ensuring alignment with the customer's digital workplace strategy.
• Vendor Management: Manage relationships with hardware suppliers, software vendors, and third-party support providers. Ensure contractual compliance and effective issue resolution.
• Incident & Problem Oversight: Coordinate and support the resolution of high-impact EUC incidents, ensuring timely communication and root cause elimination.
• Change & Release Management: Oversee deployment of updates, patches, and new technologies to minimise user disruption.
• Adoption & Training: Support end-user enablement and adoption initiatives for collaboration and productivity platforms.
• Team Leadership: Provide leadership and guidance to EUC engineers and analysts, fostering a culture of quality, innovation, and customer service.

The skills and experience you'll bring:

• Customer Focus: Dedicated to delivering an exceptional end-user experience and ensuring service alignment with business needs.
• Leadership: Builds capable, motivated teams and leads by example in a service-oriented environment.
• Communication & Stakeholder Management: Engages effectively with business leaders, users, and technical teams to understand and meet expectations.
• Technical Proficiency: Strong knowledge of modern workplace technologies, M365, Intune, RMM Tooling, SCCM, and device lifecycle management.
• Vendor & Partner
  
  Collaboration:
  
  Experienced in managing third-party relationships to drive accountability and continuous improvement.
• Service Management: Applies ITIL-based disciplines to maintain operational excellence and service quality.
• Analytical Thinking: Uses data and performance metrics to identify issues and drive proactive improvements.
• Adaptability: Able to manage changing technologies, service models, and customer priorities in a dynamic environment.
• Innovation & Modernisation: Champions new technologies and user-centric approaches that improve productivity and user experience.

• Strong background in end-user services, desktop management platforms (e.g., Intune, SCCM), and M365 ecosystems.
• Proven experience managing enterprise-scale EUC operations.
• Excellent interpersonal and communication skills, with an emphasis on customer engagement and satisfaction.
• Experience managing vendors and third-party service providers.
• ITIL certification preferred.
• Experience implementing or managing digital workplace or modern workplace initiatives is desirable.

At Sword, our core…