Global Workplace Technical Service Manager - Endpoint Management

At Avolta (SIX: AVOL), our people are at the driving force behind our success. With a team of over 76,000 individuals representing more than 150 nationalities, we are a truly global company driven by passion, innovation, and excellence. Avolta is the world’s leading travel experience player. With a traveler-centric philosophy and a geographically diverse network, the travel retail and F&B company addresses the needs of up to 2.3 billion passengers each year, with 5,500 outlets in more than 75 countries across six continents. Guided by their Destination 2027 strategy and boosted by their recent combination with travel F&B giant Autogrill, the company is well positioned to realize their ambition to create a Travel Experience Revolution through their many locations at airports, motorways, cruise lines, seaports and railway stations amongst others.

PURPOSE OF THE ROLE

As Workplace Technical Service Manager – Endpoint Management, you are heavily experienced in the capabilities and management of the Hybrid Microsoft Endpoint ecosystem of on-prem infrastructure, cloud-based services, and various endpoint configurations including OS, Corporate Applications, Azure AD, 365 & Endpoint Management suites. You will use your expertise to translate our diverse end-users' needs & business demands into clear global technical design, policy, improvements, and issue resolution. You have high levels of communication to achieve this and work with all levels of the global business.

The Workplace Technical Service Manager – Endpoint Management leads and supports our technology & Vendor team to ensure optimal performance of IT systems and ultimate end-user satisfaction, ensuring a fantastic experience. The candidate must be an autonomous and detail-oriented technical service manager able to manage suppliers, budgets, and resources with a mature level of interdependent leadership and an understanding of user-centric IT Infrastructure services to join our excellent team. As the technical service manager, you will be responsible for overseeing area budgets and technical topics and actively collaborating with the IT company strategy & roadmap. To be successful in the role you ideally need a mix of skills and experience, personal attributes, and a desire to succeed.

RESPONSIBILITIES

Operational Governance & Service Management:

• Manage, Represent and lead the Endpoint service
• Ensure suitable and optimal operational day-to-day governance with suppliers, resources, and team members
• Provide weekly and monthly service reports on performance, incidents, changes, etc.
• Define the services' technical and strategic blueprint and deliver the needed milestones
• Ensure ITIL compliance by adhering to and helping improve process as problem management, continuous improvement, knowledge management, change management and service management in general terms
• Build and deliver within budget

Technical Implementation & Management

• Take ownership of managing, implementing, and documenting the technical solutions related to Endpoint Management (SCCM, MEMC, Intune, MDM/MAM, Autopilot, etc.)
• Work closely with other Workplace service towers: Active Directory, Entra ID, Identity & Access Management (SSO, MFA), Microsoft 365 (Exchange, SharePoint, Teams, Security)
• Engage with software and hardware vendors to address complex issues and develop strategic roadmaps
• Design life cycle processes including the recommendation, deployment, standardization, maintenance, and replacement of current and emerging PC technologies
• Be subject matter expert for Endpoint related technical engagements
• Understand common workplace challenges and build creative solutions using the varied tools at your disposal

Collaboration & Communication:

• Work with the wider business to leverage the service for Avolta’s value.
• Be flexible and agile in your approach, able to adapt to changing requirements, schedules, and priorities.
• Contribute to relevant governance and steering forums to secure operational advisory for the IT service area.
• Excellent writing, planning, budgeting, estimating, and presentation skills

WHAT WE ARE LOOKING FOR 

Technical Expertise:

• Extensive experience with workplace tools like SCCM, MEMC, Intune, MAM/MDM, Autopilot, Rescue/Goto, Recast and other modern workplace technologies (including imaging, scripting, patching, packaging, and deployment)
• 10+ years' experience and understanding of end-user technology architectures, including infrastructure, security, data, network, devices, and collaboration (preferably in a Microsoft-based environment)
• Strong working knowledge of Microsoft 365 and Endpoint Management services, and all required tools and products
• Experience integrating cloud-based offerings into desktop environments
• Good understanding of the features and security components of Windows desktop operating systems (Windows 10, Windows 11, and Windows Virtual Desktops)
• Good understanding of authentication mechanisms such as ADFS and Directory Services (Active Directory, Group Policy)
• Awareness of Microsoft licensing structure and benefits/opportunities of different bundles

Service Management & Leadership:

• Demonstrable examples, metrics, and proven experience in structuring services
• Deep understanding of evergreen workplace environments and workplace servicing management processes, approaches, tooling, and impacts
• Ability to determine business strategies, principles, and requirements, scope, design, and implement desktop upgrade, standardization, and rollout project
• Experience working with multiple device types (e.g., desktop, laptop, tablets)
• Microsoft Certification across different subject areas (highly desired)
• Strong skills in analysis, documentation, and decision-making
• Self-starter, team player, and good communicator
• Fluent in English, spoken and written (at least B2 level)
• Passion for fulfilling business needs in the IT service area and enthusiasm for developing the Avolta business

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We look forward to connecting with you soon!