Role Purpose
 
The Manager, End User Computing (EUC) is accountable for the end-to-end management and continuous
improvement of StarHub’s employee computing and workplace technology services. The role owns service
outcomes across endpoint devices, mobile/BYOD, endpoint management, workplace tooling and associated
support services, while coordinating delivery across BTS, Infrastructure, Cybersecurity, IT Service Management,
vendors and outsourced service providers. The role is accountable for service quality, lifecycle governance,
operational resilience, compliance, vendor performance and employee experience, not day-to-day technical
administration alone.

Areas of Impact

Employee Digital Experience: Improve the reliability, usability and responsiveness of employee computing
services from onboarding through device refresh, support and offboarding.

Service & Operational Excellence: Establish disciplined service management, KPIs, SLAs, incident/problem
management and continual improvement across the EUC estate.

Security & Compliance: Maintain a secure, policy-aligned endpoint posture through device controls,
encryption, endpoint protection, mobile management and exception governance.

Lifecycle & Cost Management: Optimise device standards, refresh cycles, asset accuracy, warranty/repair,
disposal and vendor costs while supporting sustainability objectives.

Transformation & Automation: Modernise EUC through zero-touch provisioning, analytics, self-service and
automation, aligned to StarHub’s broader cloud, productivity and AI strategy.

Key Responsibilities

1. EUC Service Ownership
• Own the end-to-end service lifecycle for laptops, desktops, mobile devices, BYOD and related employee
computing services.
• Define and maintain service standards for provisioning, configuration, deployment, repair, replacement,
recovery and secure disposal.
• Establish service KPIs, SLAs and operational dashboards covering service health, fulfilment, incidents,
device compliance and employee experience.
• Ensure clear operational ownership across BTS, Infrastructure, IT Service Management, vendors and
outsourced support teams.

2. Endpoint & Workplace Platform Governance
• Govern enterprise endpoint management and device administration platforms, including the current Intune
based management environment and mobile device management capabilities.
• Ensure fleet configuration, patching, software deployment and policy enforcement are managed
consistently across supported endpoint estates.
• Oversee workplace endpoints and supporting technologies, including virtual desktop services and
conferencing/peripheral endpoints where applicable.
• Maintain accurate asset inventory, lifecycle status and ownership records and drive remediation of data
quality gaps.

3. Security, Risk & Compliance
• Drive adherence to endpoint security baselines covering encryption, malware/endpoint protection,
configuration standards and mobile/BYOD controls.
• Partner with Cybersecurity, Risk and Internal Audit to provide evidence of device compliance and close
control gaps within agreed timelines.
• Govern policy exceptions, compensating controls and remediation plans for non-compliant devices or
services.
• Strengthen endpoint resilience and recovery capabilities to support hybrid work and business continuity.

4. Service Desk, Tech Bar & Vendor Management
• Provide performance oversight of outsourced Tech Bar, field support and related EUC service providers;
ensure clear accountability for service outcomes.
• Lead regular vendor service reviews, scorecards, issue escalation and corrective-action plans.
• Work closely with ITSM and Service Desk teams to improve incident, request, problem and knowledge
management outcomes.
• Ensure major incidents affecting employee productivity have timely coordination, root-cause analysis and
sustainable corrective actions.

5. EUC Transformation, Automation & Employee Experience
• Define and execute the EUC modernisation roadmap covering device standards, refresh strategy, zero-touch
provisioning, remote support and workplace experience improvements.
• Use endpoint telemetry and experience analytics to identify recurring pain points and proactively address
them before they become widespread incidents.
• Increase automation and self-service for provisioning, common requests, device remediation and lifecycle
processes.
• Align EUC services with StarHub’s productivity platforms, identity strategy and evolving AI-enabled
workplace to provide a seamless employee experience.

6. Financial, Commercial & Governance Accountability
• Own EUC operating plans, demand prioritisation and vendor/service cost management within approved
budgets.
• Identify opportunities for standardisation, consumption optimisation, reuse and sustainable disposal to
reduce total cost of ownership.
• Maintain current documentation, operating procedures, risk registers, service catalogues and governance
artefacts for audit readiness.

Key Deliverables

• Monthly EUC service performance and employee experience reporting with clear trends, risks and actions.
• Accurate, governed endpoint and asset inventory with lifecycle and refresh visibility.
• Operational runbooks and SOPs for provisioning, support, repair, loaner, recovery and secure disposal.
• Vendor scorecards, service reviews and corrective-action tracking.
• Root-cause analyses for material EUC incidents and a measurable continual-improvement backlog.
• Annual EUC roadmap and investment plan aligned to business priorities, security requirements and
employee experience.

Ideal Track Record

• 7–10+ years of progressive experience in EUC, digital workplace, endpoint management, workplace
technology or IT service management, including meaningful people/vendor leadership.
• Experience managing enterprise endpoint estates across Windows and mobile environments; exposure to
macOS is advantageous.
• Proven experience operating in an outsourced/multi-vendor model and holding service providers
accountable for SLA, quality and user outcomes.
• Strong knowledge of endpoint management, device lifecycle, ITSM, asset management and endpoint
security controls.
• Demonstrated delivery of workplace modernisation, automation, zero-touch provisioning, analytics or
service-experience improvement initiatives.
• Ability to translate technical issues into business impact and work effectively with senior stakeholders
across Technology, HR, Security, Procurement and business functions.