Who are we?
Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.
IT Infrastructure EUC & Collaboration Service Manager
Accountable for the end-to-end quality, availability and user experience of Infrastructure, End User Computing (EUC) and Collaboration services delivered through outsourced service providers. Act as the retained service management lead, translating business requirements into service outcomes and holding providers accountable for contractual delivery, operational controls and continuous improvement. Work across a global organisation covering the UK, Europe, AsiaPac and US, partnering with business units, Service Desk, Security, Architecture and delivery teams. Scope includes hybrid cloud and data centre infrastructure, managed endpoints, identity dependencies and Microsoft 365 collaboration services.
Maintain clear service ownership, support models and escalation paths across retained teams and providers. Lead operational governance, monitoring SLA/KPI performance, recurring issues and corrective actions. Govern service transition and acceptance, ensuring operational readiness, documentation, knowledge transfer, resilience and early-life support, while maintaining a prioritised service improvement plan informed by service trends, user feedback and operational risk.
Reporting Line: Head of Infrastructure & Operations
Travel Requirements: Occasional travel to UK office locations as required.
Work Pattern: Full Time, Permanent, Hybrid London
Job Specific Skills Profile
Essential Service Management and Technical Skills
Strong understanding of managed endpoint services, including Intune, Autopilot, configuration profiles and application deployment, sufficient to challenge provider designs, controls and delivery quality.
Understanding of Tanium, application packaging, patch deployment, endpoint lifecycle management and compliance reporting across managed device estates.
Proven experience managing enterprise IT services delivered by outsourced providers, including service reviews, SLA assurance, escalation management and cross-supplier coordination.
Practical knowledge of IT service management, including incident, major incident, problem, change, request, configuration, availability and capacity management.
Strong understanding of Windows desktop services, device provisioning, remote support, user experience monitoring and the management of recurring endpoint issues.
Ability to interpret service dashboards, operational data and commercial reports, and assess PowerShell or other automation proposals for supportability and measurable benefit.
Working knowledge of identity and access controls, MFA, endpoint protection, encryption, DLP, secure web access, logging and vulnerability remediation, with clear ownership between service providers and Security.
Strong understanding of Microsoft 365 collaboration services, including Teams, Exchange Online, SharePoint Online and OneDrive; oversight of service health, messaging, meeting services, external sharing and information lifecycle controls with relevant owners.
Desirable Experience
ITIL qualification or equivalent practical experience; familiarity with multi-provider service integration, commercial governance and service management platforms.
Experience governing Windows Server services, technology lifecycle risks and remediation of unsupported infrastructure.
Good…