The technical lead – end user technology service is responsible for providing technical leadership and strategic direction for santander's end user technology services within the global technology & operations (gt&o) function. This role ensures the stability, scalability, and modernization of end-user platforms across the enterprise, driving innovation in workplace technologies and delivering secure, efficient, and high-quality it services to all santander employees. The technical lead acts as the technical authority and escalation point for all eut services, aligning with santander's one technology model, global architecture standards, and cybersecurity controls.key responsibilities 1. Technical strategy & architecture · define and maintain the technical roadmap for end user technology in alignment with gt&o and group architecture standards. · lead the design, integration, and deployment of enterprise solutions including microsoft 365, intune, sccm, windows platforms, collaboration tools, and virtual workspace solutions (vdi). · ensure compliance with group security policies, data protection, and operational resilience requirements. · evaluate emerging technologies and propose innovative solutions that improve the digital workplace experience. 2. Service excellence & operations · act as the technical escalation point for complex incidents and problem management within eut services. · ensure service stability and performance in coordination with global service management and regional operations teams. · oversee change management, capacity planning, and release cycles to maintain a robust production environment. · collaborate with cybersecurity, infrastructure, and it operations to guarantee service resilience and business continuity. 3. Project delivery & transformation · lead technical delivery for strategic modernization initiatives (e.g., os lifecycle upgrades, m365 migrations, endpoint security enhancements). · support transformation programs under workplace modernization, ensuring alignment with the global santander technology roadmap. · provide technical governance and design sign-off in project delivery cycles. · manage integration with other enterprise platforms (identity, security, collaboration, mobility). 4. Leadership & stakeholder management · provide technical mentorship and guidance to engineers, specialists, and operations teams. · foster collaboration across global eut teams and with gt&o centers of excellence. · engage with business stakeholders to understand user experience challenges and translate them into technical improvements. · support vendor and partner management activities, ensuring delivery quality and adherence to santander standards. Qualifications & experience • bachelor's degree in computer science, systems engineering, or related discipline. • master's degree or professional certifications (e.g., itil, microsoft certified expert, azure administrator, or equivalent) are highly desirable. • minimum 8–10 years in end user computing, it infrastructure, or technology operations. • proven track record leading technical delivery of enterprise-scale eut solutions. • deep experience with microsoft 365 suite, device management (intune/sccm), collaboration tools (teams, sharepoint, onedrive), and endpoint protection. • strong understanding of networking, identity management (azure ad), automation (powershell), and itil-based processes. • experience operating in a regulated, global financial environment is preferred. Skills & competencies · technical leadership: demonstrated expertise in end-user technology architecture and engineering. · strategic thinking: ability to align technology decisions with organizational goals and transformation initiatives. · collaboration: strong interpersonal skills to work across global, matrixed teams. · problem solving: analytical mindset to address complex technical challenges under pressure. · communication: ability to explain complex technical concepts to non-technical stakeholders clearly. · innovation: proactive in identifying opportunities for automation, optimization, and modernization. Key performance indicators (kpis) · uptime and reliability of eut platforms and services. · sla achievement and incident resolution time (mttr). · delivery of modernization projects on time, on scope, and within budget. · end-user satisfaction and digital workplace adoption rates. · compliance with santander's security and it governance policies. Behavioral attributes (aligned to santander way) · embrace change: lead by example in transformation and innovation initiatives. · act with integrity: uphold the highest standards of professionalism and compliance. · support the team: collaborate effectively with peers and partners across gt&o. · deliver on promises: focus on outcomes, accountability, and customer satisfaction.