Support Manager, FRCS

Job Description

Role Mission

Lead and shape StarHubs digital workplace and IT service management strategy, driving an integrated EUC and ITSM ecosystem that delivers exceptional employee experience, operational excellence, and scalable service delivery.

Accountabilities

Strategic Leadership

Define and own the enterprise-wide EUC & ITSM strategy and multi-year roadmap

Act as Head of ITSM,establishinggovernance, standards, and operating model across BTS/IS

Drive service transformation toward a product-centric, experience-led ITorganisation

EUC Leadership

Own enterprise EUC platforms (Google Workspace, devices, collaboration tools)

Drive modern digital workplace initiatives and adoption at scale

Ensure endpoint security, compliance, and resilience

ITSM Leadership

Own end-to-end ITSM framework (Incident, Problem, Change, Request, CMDB, Service Transition)

Establish service governance, operating model, and performance management

Drive ITIL maturity and automation across IT services

Operational & Financial Ownership

Accountable for service performance, SLAs, and vendor ecosystem

Own budgeting, costoptimisation, and valuerealisationfor EUC & ITSM

Lead large-scale managed services and strategic vendors

Long Description

Responsibilities

1. Strategy & Transformation

Define and execute integrated EUC + ITSM transformation roadmap

Drive shift from technology operations - experience-led service delivery

Champion automation, AI Ops, self-service, and digital workplace innovation

Align with enterprise architecture, security, and business priorities

2. ITSM (Head of Function Scope)

Establish enterprise ITSM governance model across BTS

Define andstandardise:

Incident / Problem / Change / Request / Knowledge processes

Own ServiceNow (or equivalent) strategy andoptimisation

Drive:

Service integration (SIAM if applicable)

Cross-tower service orchestration

Build service performance dashboards (SLAs, XLAs, experience metrics)

3. EUC & Digital Workplace

Lead EUC modernisation (GWS, endpoints, collaboration tools)

Own:

Device lifecycle strategy

Digital employee experience (DEX)

Hybrid workplace enablement

Ensure integration with:IAM, Security, Slack, JAMF, Intune,etc.

4. Service Experience & Operations

Move from SLA-driven experience-driven (XLA) service model

Drive improvements in:Employee onboarding, Service responsiveness, Workplace productivity, Reduce incidents and improve service quality at scale

5. Vendor & Ecosystem Management

Own strategic vendor relationships (EUC + ITSM managed services)

Define vendor operating model and governance cadence

Drive:SLA compliance, Costoptimisation, Outcome-based performance

6. Stakeholder & Business Leadership

Partner with:

HR (employee experience)

Finance (budget & value)

Security (compliance)

Business units (productivity needs)

Act as single point of accountability for IT service experience

7. Organisation & Capability Building

Build and lead high-performing EUC & ITSM teams

Define future capabilities:

Automation / AI Ops

Service design

Experience management

Develop leadership bench for service management function