Service Assurance Lead (EUC Focus)
Posted 2 hours 4 minutes ago by National Audit Office
£62,000 Annual
Permanent
Full Time
Public Sector Jobs
London, United Kingdom
Job Description
Contract type: Permanent
Location : London with a minimum of 2 days per week in the office
Salary : c£62,000 per annum plus civil service pension scheme employer contribution of 28.9%
Nationality Requirements:
• UK nationals
• Nationals of Commonwealth countries who have the right to work in the UK
• Nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme
(EUSS)
Please note, we are not able to sponsor work visas. Please contact us at should you have any questions on your nationality eligibility.
The closing date for applications is 11.59pm 7 December 2025. Interviews will take place on 17-19 December with final interviews on the 7/9 January 2026.
About the National Audit Office
The National Audit Office (NAO) is the UK s main public sector audit body. Independent of government, we have responsibility for auditing the accounts of various public sector bodies, examining the propriety of government spending, assessing risks to financial control and accountability, and reviewing the economy, efficiency and effectiveness of programmes, projects and activities. We report directly to Parliament, through the Committee of Public Accounts of the House of Commons which uses our reports as the basis of its own investigations. We employ around 1,000 staff, most of whom are qualified accountants, trainees or technicians. They work in either of our two service lines, financial audit or value for money (VFM) audit or within the corporate enabling group.
The NAO welcomes applications from everyone. We value diversity in all its forms and the difference it makes to our organisation. By removing barriers and creating an inclusive culture all our people have the opportunity to develop and maximise their full potential. As members of the Business Disability Forum and the Disability Confident Scheme we guarantee to interview all disabled applicants who meet the minimum criteria.
The NAO supports flexible working and is happy to discuss this with you at application stage.
This role will focus on assuring that partners and suppliers are delivering in line with contracted agreements, with a primary focus on End-User Computing (EUC) and supporting other leads within Infrastructure Operations to assure their partners are doing the same.
What are the main responsibilities of this role?
•Manage partners/suppliers to assure service continuity and supplier performance in terms of technical quality and performance metrics.
•Responsible for EUC service delivery, ensuring availability, performance, and compliance.
•Produce Statements of work for Suppliers to deliver to and manage delivery, assure success and technical quality of the work delivered.
•Lead endpoint strategy, lifecycle planning, and BIOS/driver governance.
•Manage Intune migration and endpoint refresh programmes.
•Oversee AV device management (Surface Hubs, Cisco, Neat Boards).
•Collaborate with InfoSec on endpoint security to ensure EUC estate is compliant.
•Drive automation, standardisation, and proactive monitoring.
•Act as escalation point for EUC-related incidents and problems.
•Maintain structured documentation, SOPs, and CMDB accuracy.
Key skills/competencies required
Skills & Experience
Leadership & Governance
•Ability to govern EUC services, designing standards that ensure compliance aligned to strategic objectives.
•Skilled in managing vendor relationships for endpoint and AV solutions, including SLA/OLA compliance and performance reviews.
ITIL & Service Management Expertise
•Strong command of ITIL practices: Change, Release, Problem, Knowledge, Configuration.
•Collaborative, structured, and improvement-focused mindset.
•Familiarity with SIAM and multi-supplier governance frameworks.
Technical & Tooling Knowledge
•Proven experience managing Windows Operating Systems, SCCM, Intune, Entra ID, and mobile platforms (iOS, Android).
•Strong understanding of Windows as a Service (WaaS) and experience of managing patching, and endpoint lifecycle.
•Familiarity with AV technologies (Surface Hubs, Cisco Desk Pros, Neat Boards).
•Experience with MDM policy design and administration.
•Skilled in PowerShell scripting and automation.
Communication & Stakeholder Engagement
•Strong communicator across technical and non-technical audiences.
•Able to produce SOPs, runbooks, and user-facing guides.
•Experience engaging suppliers, InfoSec, and project delivery teams.
Desirable Certifications
•ITIL 4 Foundation.
•ITIL 4 Specialist: Monitor, Support & Fulfil (desirable).
•PRINCE2 / AgilePM or equivalent delivery discipline (desirable).
•Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
•Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Key Behaviours
•Work in accordance with the NAO s values and champion our diversity and inclusion strategy.
•Demonstrate a strong commitment to their own self-development, to delivering the NAO s strategic objectives, and keep themselves up to date on office initiatives and information relevant to their work and specialism.
•Use their knowledge and expertise to deliver high-quality work that supports their team objectives and contributes to organisational priorities.
•Influence and add value by building their understanding and insight into the challenges and perspectives of stakeholders.
•Look for innovative solutions for how we approach work and make suggestions for new ways for how we could deliver work and continuously improve our business processes to make them more efficient and effective.
•Demonstrate an ability to balance tasks and priorities to lead a complex, challenging work package, including supporting the work of others.
•Enable the NAO to lead by example in the delivery of high-quality, efficient business practices and support their teams to do so.
•Comply with corporate responsibilities and support others to do so.
•Take ownership of delivering high-quality work to time and quality standards.
•Proactively look for ways we can improve our ways of working and make suggestions for how these could be implemented.
•Engage confidently with colleagues and clients at all levels to support the delivery of work and build good relationships with key stakeholders.
•Work flexibly to contribute to a range of topics and outputs and take ownership of driving work forward and responding to challenges.
Location : London with a minimum of 2 days per week in the office
Salary : c£62,000 per annum plus civil service pension scheme employer contribution of 28.9%
Nationality Requirements:
• UK nationals
• Nationals of Commonwealth countries who have the right to work in the UK
• Nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme
(EUSS)
Please note, we are not able to sponsor work visas. Please contact us at should you have any questions on your nationality eligibility.
The closing date for applications is 11.59pm 7 December 2025. Interviews will take place on 17-19 December with final interviews on the 7/9 January 2026.
About the National Audit Office
The National Audit Office (NAO) is the UK s main public sector audit body. Independent of government, we have responsibility for auditing the accounts of various public sector bodies, examining the propriety of government spending, assessing risks to financial control and accountability, and reviewing the economy, efficiency and effectiveness of programmes, projects and activities. We report directly to Parliament, through the Committee of Public Accounts of the House of Commons which uses our reports as the basis of its own investigations. We employ around 1,000 staff, most of whom are qualified accountants, trainees or technicians. They work in either of our two service lines, financial audit or value for money (VFM) audit or within the corporate enabling group.
The NAO welcomes applications from everyone. We value diversity in all its forms and the difference it makes to our organisation. By removing barriers and creating an inclusive culture all our people have the opportunity to develop and maximise their full potential. As members of the Business Disability Forum and the Disability Confident Scheme we guarantee to interview all disabled applicants who meet the minimum criteria.
The NAO supports flexible working and is happy to discuss this with you at application stage.
This role will focus on assuring that partners and suppliers are delivering in line with contracted agreements, with a primary focus on End-User Computing (EUC) and supporting other leads within Infrastructure Operations to assure their partners are doing the same.
What are the main responsibilities of this role?
•Manage partners/suppliers to assure service continuity and supplier performance in terms of technical quality and performance metrics.
•Responsible for EUC service delivery, ensuring availability, performance, and compliance.
•Produce Statements of work for Suppliers to deliver to and manage delivery, assure success and technical quality of the work delivered.
•Lead endpoint strategy, lifecycle planning, and BIOS/driver governance.
•Manage Intune migration and endpoint refresh programmes.
•Oversee AV device management (Surface Hubs, Cisco, Neat Boards).
•Collaborate with InfoSec on endpoint security to ensure EUC estate is compliant.
•Drive automation, standardisation, and proactive monitoring.
•Act as escalation point for EUC-related incidents and problems.
•Maintain structured documentation, SOPs, and CMDB accuracy.
Key skills/competencies required
Skills & Experience
Leadership & Governance
•Ability to govern EUC services, designing standards that ensure compliance aligned to strategic objectives.
•Skilled in managing vendor relationships for endpoint and AV solutions, including SLA/OLA compliance and performance reviews.
ITIL & Service Management Expertise
•Strong command of ITIL practices: Change, Release, Problem, Knowledge, Configuration.
•Collaborative, structured, and improvement-focused mindset.
•Familiarity with SIAM and multi-supplier governance frameworks.
Technical & Tooling Knowledge
•Proven experience managing Windows Operating Systems, SCCM, Intune, Entra ID, and mobile platforms (iOS, Android).
•Strong understanding of Windows as a Service (WaaS) and experience of managing patching, and endpoint lifecycle.
•Familiarity with AV technologies (Surface Hubs, Cisco Desk Pros, Neat Boards).
•Experience with MDM policy design and administration.
•Skilled in PowerShell scripting and automation.
Communication & Stakeholder Engagement
•Strong communicator across technical and non-technical audiences.
•Able to produce SOPs, runbooks, and user-facing guides.
•Experience engaging suppliers, InfoSec, and project delivery teams.
Desirable Certifications
•ITIL 4 Foundation.
•ITIL 4 Specialist: Monitor, Support & Fulfil (desirable).
•PRINCE2 / AgilePM or equivalent delivery discipline (desirable).
•Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
•Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Key Behaviours
•Work in accordance with the NAO s values and champion our diversity and inclusion strategy.
•Demonstrate a strong commitment to their own self-development, to delivering the NAO s strategic objectives, and keep themselves up to date on office initiatives and information relevant to their work and specialism.
•Use their knowledge and expertise to deliver high-quality work that supports their team objectives and contributes to organisational priorities.
•Influence and add value by building their understanding and insight into the challenges and perspectives of stakeholders.
•Look for innovative solutions for how we approach work and make suggestions for new ways for how we could deliver work and continuously improve our business processes to make them more efficient and effective.
•Demonstrate an ability to balance tasks and priorities to lead a complex, challenging work package, including supporting the work of others.
•Enable the NAO to lead by example in the delivery of high-quality, efficient business practices and support their teams to do so.
•Comply with corporate responsibilities and support others to do so.
•Take ownership of delivering high-quality work to time and quality standards.
•Proactively look for ways we can improve our ways of working and make suggestions for how these could be implemented.
•Engage confidently with colleagues and clients at all levels to support the delivery of work and build good relationships with key stakeholders.
•Work flexibly to contribute to a range of topics and outputs and take ownership of driving work forward and responding to challenges.