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IT Principal - End User Services

Date Posted: Mar 17, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NC


Role Value Proposition: 

In support of MetLife’s corporate strategy, two key focus areas include employing an end-to-end services perspective and providing transparency with unit cost improvement for infrastructure services.    This role will assist the End User Portfolio Service Owner in setting services strategy for the Digital Workspace services (i.e. Laptop/Desktop, Virtual Desktop) and Service Desk and Site Services within the portfolio, serve as a leader in continual improvement of services within the End User services portfolio, and providing input for creation of new services and retirement of older services.    


Key Responsibilities:  

  • Organizes and chairs service level, initiative and financial review meetings with lines of business representatives and IT services teams/providers. 
  • Articulates the service portfolio and associated expenses to the firm as they apply to the services focusing on improving adoption and optimizing use of the services. 
  • Oversees use of performance metrics and client-driven reports on key services metrics. 
  • Assists with defining the strategy for services within the End User Portfolio, specifically focusing on the Digital Workplace, Service Desk and Site Services.
  • Working with lines of business to understand the current user base, demands and requirements for services. 
  • Coordinating efforts across functional teams to establish continual improvement efforts starting with baselining End User Services and conducting regular reviews to identify targeted actions. 
  • Maintains knowledge of industry trends and knowledge of risks, opportunities and services available to build a competitive advantage and improve efficiency and effectiveness of the business. 
  • Leading services focused projects to improve service capabilities within the End User portfolio.


Essential Business Experience and Technical Skills:


  • 10+ years of broad IT experience, including application development or infrastructure engineering/support
  • 5+ years of experience with End User/Workplace technologies and services, with focus on Digital Workplace, Service Desk and Site services.
  • Experience working as a services provider for End User Services in a delivery or product management role
  • Strong customer relationship skills



  • End User Technology Product Management experience
  • Experience with IT budget planning processes and chargeback methodologies
  • Experience using DevOps methodologies to deliver service improvements
  • Business acumen with broad exposure to business units
  • Experience with implementing and/or managing enterprise Desktop, Virtual Desktop, Service Desk and/or Site Services globally
  • Bachelor’s Degree in Computer Science, Information Systems, Business Administration, Finance





Business Category

Global Infrastructure Technology Operations – Service Ownership


Number of Openings



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 106827 

Nearest Major Market: Raleigh