Service Assurance Lead (EUC Focus)

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 should you have any questions on your nationality eligibility.
Closing date for applications is 11.59pm 7 December 2025. Interviews will take place on December with final interviews on 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 audit the accounts of public sector bodies, examine propriety of government spending, assess risks to financial control and accountability, and review 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.

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.

NAO welcomes applications from everyone. We value diversity in all its forms and work to create an inclusive culture. As members of the Business Disability Forum and the Disability Confident Scheme we guarantee to interview all disabled applicants who meet the minimum criteria. We support flexible working and are happy to discuss this with you at application stage.

Digital Services (DS) and the Service Management Team DS delivers a resilient, scalable, and strategically aligned IT service architecture that empowers teams to operate efficiently and innovate confidently. Through defined roles, structured governance and separation of reactive and proactive workstreams, DS ensures operational delivery supports the NAO's broader strategic outcomes.

The Service Management Team sits within a 3 person team under the Head of Digital Operations. It works with the Infrastructure Operations Team and multi supplier partners to strengthen governance around Service Management including partner assurance, change management, service transition, continuity, problem, availability and capacity management.

Role Overview This role focuses on ensuring partners and suppliers deliver in line with contracted agreements, with a primary emphasis on End User Computing (EUC). The role also supports other leads within Infrastructure Operations to assure their partners are doing the same.

Responsibilities

• 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 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.

Organisational Admin & Management

• Support internal communications and cross team knowledge sharing.
• Contribute to CMDB accuracy and asset lifecycle governance.
• Participate in team engagement and improvement workshops.
• Lead and assurance of onboarding new devices and services.
• Represent EUC operations in governance forums.

Service Delivery

• Ensure availability, performance and SLA compliance across EUC platforms including supplier performance management.
• Responsible for MDM tooling and endpoint refresh programmes.
• Administer Windows Operating System, Office 365 and third party applications.
• Lead Video Conferencing/Audio visual device management (Surface Hubs, Cisco, Neat, etc.) including peripherals and managing supplier who supports and develops.
• Maintain accurate configuration and asset data in ITSM Tools.
• Lead on service validation and testing for new deployments.
• Manage vendors and suppliers to ensure service continuity and upgrades.
• Monitor endpoint performance and identify improvement opportunities.
• Manage patching, backup and DR readiness for endpoint platforms.
• Lead onboarding of EUC services into operational support.

Strategic

• Lead endpoint strategy, BIOS/driver/firmware governance and app lifecycle planning.
• Produce technology roadmaps to ensure architecture decisions for all EUC and AV services are fit for purpose.
• Write Statements of Work, engaging in supplier workshops to determine solutions where necessary.
• Contribute to service catalogue evolution and governance frameworks.
• Recommend tooling improvements and automation opportunities.
• Provide input into training needs and capability uplift.
• Liaise with senior stakeholders on EUC priorities.
• Develop metrics and dashboards for EUC performance and risk.
• Advocate for cost effective and scalable endpoint solutions.

Support

• Act as escalation point for EUC related incidents and problems.
• Conduct root cause analysis and manage known error records.
• Provide mentoring and guidance on structured troubleshooting.
• Support resolution of ad hoc technical issues with a strategic approach.
• Deliver remote support to Newcastle office and mobile users.
• Collaborate with Problem Management Lead to remediate recurring issues.
• Collaborate with Service Delivery Manager on queue management to ensure incidents are resolved within SLA/KPIs.

Security & Risk

• Implement endpoint security controls and compliance policies.
• Collaborate with InfoSec on vulnerability remediation and access governance.
• Support change governance and compliance processes; provide evidence for GRC audits and align to industry certifications where applicable (including, but not limited to ISO 27001 & CE+).
• Track and report on endpoint related risk metrics and posture improvements.

Development

• Contribute to automation scripts and tooling enhancements.
• Participate in pilots for new endpoint technologies and service improvements.

Emergency Capacity

• Provide capacity for major and urgent incidents.

Working Environment & Requirements

• You'll work on an agreed support rota to ensure coverage from 08:00 - 18:00, with core hours of 09:00 - 17:00, Monday to Friday, on site in Victoria, London. Occasional attendance will be required at our Newcastle office with expenses paid for travel and accommodation.
• Due to the nature of the role, occasional (paid) weekend work as required, and Time Off In Lieu offered for out of hours work during Mon Fri.

Key Skills & Competencies Required 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 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 click apply for full job details