Director, Regional IT Operations (EMEA)

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RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 200 Company and listed among its World’s Most Admired Companies , we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

Reporting to the Executive Director of Global Desktop Services, the Director, UK Global Desktop Services serves as the senior regional leader accountable for the performance, stability, and continuous improvement of end-user technology services across the UK. This role combines strategic ownership with a deliberately hands-on operating model, requiring the leader to remain directly engaged in service delivery, technical escalation management, project execution, and stakeholder support. The Director is responsible for ensuring a high-quality user experience, advancing operational excellence, driving regional alignment with global standards, and translating business needs into effective technology outcomes. Leveraging deep knowledge of end-user computing, service operations, and infrastructure dependencies, this leader sets direction, resolves complex issues, leads critical initiatives, and acts as a trusted partner to business and technology stakeholders across the region and globally.

Primary Functions

Provide visible leadership for UK end-user technology services, ensuring a consistently high standard of service, responsiveness, and stakeholder confidence

Lead and personally support first- and second-line service delivery across the region, including desktops, laptops, printers, local infrastructure, and related end-user technology

Ensure service requests are documented with clarity, prioritized appropriately, and managed effectively through the ticketing platform to support service transparency and accountability

Own regional coordination of workplace technology and critical office IT dependencies, including network room readiness, power, UPS, HVAC interfaces, telephony, and collaboration technologies

Provide hands-on leadership in the diagnosis and resolution of telephony, connectivity, and collaboration issues affecting business operations

Serve as the senior technical escalation point for the region, providing direction, decision-making, and direct intervention on complex incidents and service issues

Drive disciplined incident and problem management by identifying root causes, defining remediation paths, resolving issues where possible, and escalating effectively in line with service expectations and SLA commitments

Lead regional initiatives and deliver assigned components of global programs, ensuring execution aligns with business priorities, timelines, and operational requirements

Execute and coordinate project activities with precision, leveraging regional resources effectively and ensuring successful delivery of committed outcomes

Remain actively engaged in the deployment, configuration, and support of end-user hardware, software, and peripherals as required

Maintain high-quality operational documentation and provide practical user enablement and guidance where needed

Coach and develop regional technical talent by providing mentorship, guidance, and day-to-day support to newer associates and team members

Maintain disciplined oversight of regional asset inventories and ensure end-user equipment is organized, available, and properly managed

Strengthen operational effectiveness by maintaining and enhancing the regional knowledge base and support information repositories

Identify opportunities to improve service quality, resilience, and efficiency, and lead or contribute to the design and implementation of sustainable solutions

Provide leadership availability outside standard business hours for critical incidents, major service disruptions, and disaster recovery needs as required

Participate in and uphold the team’s on-call responsibilities to ensure continuity of service and timely response to priority issues

Champion adherence to operating standards, governance practices, policies, and global service expectations while fostering a culture of accountability and execution

Experience and Skills

Deep expertise in end-user computing environments and desktop service operations within complex enterprise settings

Strong working knowledge of core infrastructure services and enterprise administration, including Active Directory, messaging, and related platform dependencies

Demonstrated ability to operate effectively within a global service model and collaborate across regional and international teams

Highly self-directed with strong judgment, disciplined execution, and the ability to balance strategic priorities with day-to-day operational demands

Advanced problem-solving capability with the ability to diagnose, stabilize, and resolve complex hardware, software, and service issues

Excellent verbal and written communication skills, with the ability to engage credibly with technical teams, business stakeholders, and senior leadership

Proven ability to build trusted relationships and influence outcomes across all levels of the organization

Experience leading regional initiatives and contributing meaningfully to complex global projects and transformation efforts

Qualifications

Bachelor’s degree or equivalent combination of education and relevant professional experience

Significant progressive experience in end-user support, desktop services, or workplace technology within a corporate environment

Demonstrated experience leading projects, service improvements, or operational initiatives with measurable business impact

Fluent English communication skills, both written and spoken, with the ability to communicate clearly in executive and technical contexts

Required Skills:

Relevant technical certifications are valued, particularly those related to desktop support, endpoint management, or Microsoft technologies

Strong command of modern Windows desktop environments, Microsoft Office, and standard enterprise productivity tooling

Strong practical knowledge of the following technologies and service areas:

Core IT support concepts and troubleshooting fundamentals

Enterprise telephony and voice services

Remote and terminal-based end-user support environments

Mobile device support and endpoint mobility solutions

Printer and peripheral support technologies

Video conferencing, collaboration platforms, and meeting room technologies

• •Enterprise workstation and endpoint hardware support
• •Exceptional communication, organization, and execution skills
• •Strong service orientation and the ability to represent the function with professionalism and credibility

Excellent analytical judgment and structured problem-solving capability

Flexibility to support business-critical work outside standard hours when required

What you can expect from RGA:

Gain valuable knowledge from and experience with diverse, caring colleagues around the world.

Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.

Join the bright and creative minds of RGA, and experience vast, endless career potential.

We’re excited to get to know you and connect your unique skills with our global opportunities. To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process. This technology helps us personalize job recommendations, automate interview scheduling, evaluate candidates based solely on experience—without considering name, gender, or other personal details—and provide real-time answers through our chatbot. AI is used only during early screening and never makes hiring decisions. Your RGA recruiter wil