End User Services Team Lead

Job Title:

End User Services Team Leader (Projects)

Salary: £46,000 - £61,450

Location:

Cambridge, UK – Hybrid 80% onsite at the Triangle Building

Contract:

Permanent

Hours:

Full time (35 hours per week)

Are you an experienced technology leader who thrives on delivering critical IT services while driving complex projects and leading high-performing technical teams?

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

We're looking for an experienced End User Services Team Leader (Projects) to lead a team of senior technical specialists, deliver major End User Services (EUS) initiatives, and ensure the operational excellence of services relied upon by colleagues and customers across the globe. This is an exciting opportunity to combine people leadership, project delivery, and technical oversight in a highly visible role supporting our mission to help learners and educators worldwide.

As End User Services Team Leader (Projects), you will be responsible for leading a team of Senior End User Services Engineers, overseeing the delivery of mission-critical services, and managing significant EUS projects and change initiatives. Working within a matrix management environment, you will balance operational stability with continual service improvement and strategic project delivery.

Additional responsibilities and accountabilities include:

• Leading, coaching and developing a team of Senior End User Services Engineers and technical SMEs.
• Managing contractors engaged on key EUS projects, ensuring successful delivery and knowledge transfer.
• Owning the planning, prioritisation and delivery of major End User Services projects and change programmes.
• Allocating resources effectively across operational support and project activity to maintain service continuity.
• Ensuring delivery of End User Services within agreed service levels and operational standards.
• Acting as an escalation point for complex incidents and leading major incident responses.
• Ensuring solutions are operationally supportable, fully documented and successfully transitioned into service.
• Providing leadership across the EUS function and collaborating with senior stakeholders across the organisation.

This position has been classified as a hybrid role. Due to the leadership and collaboration requirements of the role, the successful candidate will typically spend 80% of their working time onsite in Cambridge.

Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.

You will be an experienced IT operations and service delivery leader with a proven track record of managing senior technical specialists and successfully delivering complex End User Services projects. You'll be comfortable operating in a fast-paced environment, influencing stakeholders at all levels, and leading teams through change while maintaining excellent operational performance.

• Experience leading senior technical specialists and subject matter experts.
• Proven experience delivering complex End User Services projects and major change initiatives.
• At least five years' operational experience within a complex enterprise IT environment.
• Strong stakeholder management skills, including experience working with senior leaders and directors.
• Experience leading major incidents, escalations and incident response activities.
• Strong knowledge of ITIL service management principles and processes.
• Expertise across Microsoft 365, Endpoint Management (Intune/SCCM), Windows, macOS, mobile device management and collaboration technologies.
• Excellent communication skills with the ability to explain complex technical concepts clearly and influence others.

Your application will be even stronger if you can also demonstrate the following desirable criteria:

• Experience managing technical contractors and third-party suppliers.
• Experience operating within matrix-managed organisations.
• Knowledge of Citrix, VMware Horizon,…