EUC Architect

JD- EUC Lead

The EUC Lead is accountable for the endtoend delivery, governance, and continual improvement of EUC services.
The role ensures EUC services are delivered in a secure, compliant, resilient, and customerfocused manner, fully aligned with bank regulatory obligations, risk appetite, and service contracts.

Responsibilities-

1. Service Ownership & Accountability

• Own overall EUC service delivery for Close Brothers, including Desktop & Laptop Support, EUC Engineering, Application Packaging, Patch & Asset Management.
• Act as the single point of accountability for EUC services toward Close Brothers IT, Risk, Security, and Business stakeholders.
• Ensure EUC services operate strictly within agreed scope of service, contract, and CR approvals.
• Govern EUC operating model, support processes, and service documentation in line with CBL IT policies and standards.

2. Regulatory, Risk & Compliance Management

• Own EUC compliance against audit, risk, security, and data protection requirements (including GDPR and endpoint security standards).
• Proactively identify and mitigate EUC operational and technology risks, escalating material risks through the agreed CBL governance forums.
• Support internal and external audits, ensuring timely closure of audit findings and evidencebased responses.

3. Incident, Major Incident & Problem Management

• Ensure EUC incidents and service requests meet SLA and KPI commitments agreed with Clients.
• Lead or support Major Incident Management for EUCrelated outages, including:
• War room leadership
• Clear stakeholder communications
• Business impact awareness
• Postincident RCA and corrective actions
• Drive problem management to reduce repeat incidents and improve service stability.
• Ensure knowledge articles and KEDB are maintained to support shiftleft and faster resolution.

4. Stakeholder & Governance Management

• Act as the primary EUC interface for Client IT leadership, Service Management, Security, Risk, and Business teams.
• Lead EUC governance meetings, service reviews, and escalation calls.
• Provide clear, factual, and transparent reporting on service performance, risks, audit status, and improvement actions.
• Build strong, trusted relationships with Close Brothers stakeholders, ensuring expectations are clearly managed.

5. Change, Transition & Service Assurance

• Govern EUC changes in line with CBL Change & Release Management processes.
• Lead EUC service transitions, onboarding of new services, and scope changes following approved CRs.
• Ensure proper impact assessment, KT, readiness checks, and documentation before any service golive.
• Provide riskbased recommendations to Close Brothers for EUC service changes and enhancements.

6. People, Vendor & Location Management

• Lead and manage offshore EUC teams, ensuring:
• Adequate skill coverage
• Shift alignment (including 127 where applicable)
• Compliance with CBL workplace and security policies
• Manage thirdparty EUC vendors and subcontractors, ensuring delivery aligns with CBL security, compliance, and service standards.
• Ensure office presence, access, and location compliance for EUC teams supporting Close Brothers.

7. Financial & Commercial Governance

• Manage EUC service delivery within approved budgets and commercials.
• Support CR assessments, cost impact analysis, and service optimisation initiatives.
• Ensure accurate demand forecasting and resource planning aligned to Close Brothers business needs.

8. Continuous Improvement & EndUser Experience

• Drive Continual Service Improvement (CSI) initiatives across EUC services.
• Identify opportunities for automation, selfservice, tooling optimisation, and reduction in manual effort.
• Use service data, trends, and customer feedback to improve enduser experience and productivity.
• Align EUC improvements with Close Brothers Digital Workplace strategy.

9. Reporting & Performance Management

• Own EUC KPIs including:
• SLA & KPI compliance
• CSAT
• Incident & problem trends
• Patch & security compliance
• Audit & risk metrics
• Ensure reporting is accurate, auditable, and aligned to Client governance expectations.
• Highlight risks early and track mitigation actions to closure.

EUC Lead Required Tools Knowledge

1. EUC Lead – Required Tools Knowledge
2. Endpoint & Device Management Tools- Intune
3. Application Packaging & Software Distribution- Wins/IOS/Mac
4. Monitoring, Experience & Telemetry Tools- Nexthink
5. Collaboration & EndUser Productivity Tools- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)Role & responsibilities

Preferred candidate profile