End User Services Partner

AVEVA is creating software trusted by over 90% of leading industrial companies.

Position: End User Services Partner

Location: Any location with an AVEVA Office (3 days in the office )

The Job

The End User Services Partner is a hands-on operational position and the link between IT Customer Engagement teams and End User Enablement and Service Delivery teams. They lead the governance, continuous improvement and reinvention of end user services to empower and engage employees to adopt (or exploit) new IT services and increase digital dexterity.

They are responsible for the identification and introduction of new end-user service solutions and governance of IT end user services, in particular customer satisfaction; major incident, change and problem management, and key issues, risks and audit actions.

Principal Accountabilities

Driving performance improvement and robust governance across end-user services teams

• Lead and improve the operational effectiveness of their team while fostering continuous improvement and collaboration across all end user services teams.
• Lead collaboration with the VP of End User Enablement & Service Delivery and end user services teams to define and drive the vision, objectives and roadmap for a transformative employee experience.
• Manage the governance of ITIL processes and policies along with improving their effectiveness, ensuring they are comprehensive and kept up to date.
• Own, improve and execute major incident, problem and change management processes, including root cause analysis, and serve as the primary point of escalation for unresolved IT end-user service issues.
• Lead initiatives and projects to enhance existing end-user services and introduce new offerings while guiding the adoption of new technologies and trends to improve effectiveness.

Enhancing customer service and satisfaction for our end-users

• Drive a high level of customer service and support for end users, ensuring timely feedback and effective resolution of escalated IT issues while maintaining exceptional service delivery reflected in KPIs and dashboards.
• Oversee VIP support, through proactive engagement and setting the bar high across all end-user services teams.
• Oversee and challenge SLAs, KPIs, and performance reporting to ensure accountability and drive excellence across all end user services teams.

Driving end-user adoption of workplace technologies

• Lead the delivery of digital workplace technologies to enhance the employee experience and ensure end users effectively utilize available tools, whether they are in the office or working remotely.
• Measure adoption rates and report on outcomes to assess the impact of these technologies on the employee experience.

Engaging stakeholders and overseeing project delivery

• Communicate end user services strategy and initiatives to key stakeholders, serving as the link between IT Customer Engagement and End User Services teams while providing regular updates and performance metrics.
• Oversee and in some instances deliver, end user services projects, ensuring accurate scoping, timely completion, budget adherence, and compliance with AVEVA's standards while applying project management methodologies to improve efficiency and effectiveness.
• Collaborate with the IT Commercial team to manage vendor relationships, ensure compliance with service level agreements, and assist in developing an IT Services sourcing strategy.

Managing end user services risks and ensuring compliance 

• Partner closely with the IT Office to proactively manage risks and drive timely resolution of audit actions and implementation of effective controls across the end user services teams.

Managing budget and resources for service effectiveness and cost optimization

• Manage budgets to allocate end user services resources cost-effectively while implementing cost control measures that align with Corporate IT financial goals.
• Optimize resource use, eliminate unnecessary costs, and monitor operational and financial metrics to identify and implement efficiency opportunities across the end user services teams.
• Create a framework for efficient resource allocation, considering offshore vs. onshore, service agreements vs. independent contractors, and internal vs. external staffing

Experience and Qualifications

• 8+ years of experience in IT service operations, with at least 5 years of experience in a leadership role.
• Bachelor’s degree or relevant experience; Master’s degree preferred.
• Experience driving and managing technology change and deployments.
• Strong knowledge of IT service operations frameworks, standards, and methodologies, such as ITIL, COBIT, ISO 20000, etc.
• Strong knowledge of IT governance, program management frameworks, IT business processes and practices.
• Strong knowledge of IT service operations tools, such as ITSM, ITOM, ITAM, etc.
• Awareness of workplace analytics or digital employee experience management tools
• Proven financial management skills with operational budget tasks.
• Experience in strategic technology planning and policy development.
• Good understanding of the company’s overall business operations.
• Working knowledge of IT frameworks such as ITIL including key processes -- knowledge, incident, change, service request and major-incident management
• Strong problem-solving and analytical skills, with the ability to identify and resolve service issues and incidents.
• Strong project management and organizational skills, with the ability to manage multiple tasks and priorities.
• Certification in IT service operations, such as ITIL, COBIT, ISO 20000, etc., is preferred.
• Proven skill and ability to analyse complex problems and break them down into logical, actionable parts.
• Ability to adapt and pivot quickly to address evolving priorities and take on additional responsibilities as needed.
• Proven track record of driving change and innovation within IT organizations.
• High level of integrity and judgment, with the ability to make decisions that balance business needs with IT capabilities.

UK Benefits include:  

Flexible benefits fund, emergency leave days, adoption leave, 28 days annual leave (plus bank holidays), pension, life cover, private medical insurance, parental leave, education assistance program.

It’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.

Find out more: aveva.com/en/about/careers/benefits/

Hybrid working

By default, employees are expected to be in their local AVEVA office three days a week, but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote.

Hiring process

Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.

Find out more: aveva.com/en/about/careers/hiring-process

About AVEVA

AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals, and minerals – safely, efficiently, and more sustainably.

We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/

Find out more: aveva.com/en/about/careers/

AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check.  Certain positions dealing with sensitive and/or third-party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.  AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.