Head of Field Engagement Team

JOB SUMMARY

This role, reporting under the Customer Experience Centre, is responsible for leading the Field Engagement Team in delivering efficient and customer-focused technical support services. This role oversees the full lifecycle management of endpoint devices, ensuring secure deployment, maintenance, and disposal in compliance with organizational policies and security standards.

JOB RESPONSIBILITIES

• Plan and ensure smooth daily End Point Technical Support operations effective support, while managing risks and maintaining clear communication between technical teams, IT Service Desk and business users.
• Oversee system and application improvements, provide expert infrastructure advice, analyze upgrade needs, and ensure security compliance.
• Plan and handle End User Computing (EUC) procurement, budgeting, and asset inventory, enforce SLAs, and regularly review end point vendor performance.
• Lead ITIL processes and team management, including training, task assignment, resource allocation, and audit monitoring.
• Execute organizational management decisions and projects as assigned by leadership.

JOB SCOPE

Management and Leadership

Collaboration & Governance

Strategy & Architecture

Contract, Procurement and Budget Process

Operations & Service Delivery

Managing the EUC Asset Management Lifecycle

REQUIRED COMPETENCIES

Technical Skills

Professional Skills

Analytical & Process Skills

JOB QUALIFICATIONS

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.

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