EUC Service Delivery Manager

Bytes Software Services; Leatherhead; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A prominent IT services provider in Leatherhead is looking for a Head of End User Experience to enhance technology initiatives. The role involves driving user-centric technology strategies and ensuring high standards through quality assurance. Candidates should have extensive experience in managing IT support teams and demonstrating strong leadership skills. The organization values innovation and employee success, offering opportunities for career growth within a supportive environment.

Benefits

Fantastic office facilities

Excellent training and career prospects

Regular incentives and company events

Qualifications

• Extensive experience managing IT Service Desk or End User Computing functions.
• Strong knowledge of ITIL practices.
• Proven leadership and people management skills.

Responsibilities

• Define and drive the end user technology strategy.
• Oversee lifecycle and support of end user devices.
• Establish and enforce robust QA and testing processes for services.
• Lead rollout of new technologies through user training.
• Gather feedback to drive improvements in services.

Skills

User-Centric Mindset

Change Agent

Influential Communicator

Problem Solver

Education

ITIL Framework

Job description

Established in 1982, Bytes has grown rapidly and now employs over 800+ people across 6 locations in the UK and Ireland. Our turnover in Financial Year 2024 was in excess of £2bn. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

• Over 800 staff (plans to double in size over the next 5 years)
• Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, Manchester, Port Solent and Dublin.
• Winners of an array of industry awards
• Sunday Times Top 100 Best Places to Work
• Excellent training and career prospects offered
• Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
• Supporters of 85+ charities with strong commitment to diversity and sustainability

PURPOSE OF JOB

We are seeking a Head of End User Experience to join our organisation as we modernise our operating model and strengthen our digital workplace. This senior role focuses on delivering a seamless, high-quality technology experience for all employees, covering end user devices, support services, and the introduction of new digital tools. It is pivotal in enabling our next phase of growth, ensuring the workforce remains productive, engaged, and fully supported by reliable, innovative technology services.

This role ensures all employee-facing technology platforms are secure, efficient and user-focused embedding robust quality assurance (QA) and testing practices to guarantee high standards in any internally developed solutions.

In this leadership position, you will drive user-centric service design and continuous improvement across all IT touchpoints for end users. Acting as the bridge between the IT function, technology delivery teams, and the wider business, you will ensure that device support, user support processes, and internally developed solutions (like AI agents and custom applications) are aligned to business needs and modern best practices. You will champion end user feedback loops and quality assurance, making certain that our technology initiatives translate into positive, frictionless daily experiences for our people.

KEY RESPONSIBILITIES

• Strategic Leadership:Define and drive the end user technology strategy (devices, support services, and user-facing applications) aligned with broader organisational objectives. Champion innovation in end user technologies and continuously modernise the employee digital workplace.
• End User Device Management:Oversee the lifecycle and support of all end user devices and platforms (laptops, mobile phones, peripherals, collaboration tools), ensuring effective support operations and compliance with security and operational standards.
• Quality Assurance of Services:Establish and enforce robust QA and testing processes for internally developed services (e.g. AI agents, pro-code applications). Ensure each new service is rigorously tested (functional, performance, security) and meets high reliability standards before and after launch.
• Introduction of New Technologies:Lead the smooth rollout of new end-user-facing technologies by coordinating user training, change management, and post-launch support. Ensure employees are prepared for and adopt new tools and systems with minimal disruption.
• User Feedback & Continuous Improvement:Act as the voice of the end user, gathering feedback and satisfaction data to drive continuous improvements in services. Ensure user needs and feedback are central to service design decisions and ongoing enhancements.
• Team Leadership:Build and mentor a high-performing End User Experience team (spanning support and QA functions). Foster a culture of customer service excellence, quality, and innovation, and develop the team’s capabilities through coaching and training.
• Cross-Functional Collaboration:Work closely with colleagues in Architecture, Security, Infrastructure, and business units to ensure end-user services align with the overall operating model and technology strategy of Bytes. Guarantee that changes in systems and processes enhance how employees work, rather than disrupt it.

INDIVIDUAL RESPONSIBILITIES

• Quality Focus:Deep understanding of software testing and QA methodologies (including test automation and CI/CD practices) to ensure new solutions are delivered to high standards.
• Create processes to maintain high-quality EUC Service Desk services consistently.
• Manage and develop team members ensuring both organisational and personal objectives are met
• Manage staff levels to ensure that the EUC Service Desk can meet business demands
• Proven Leadership:Extensive experience leading end user computing support and service teams, as well as overseeing IT quality assurance/testing functions, in a large-scale enterprise environment.
• Methodologies:Familiarity with IT service management frameworks and modern delivery approaches (e.g. ITIL, Agile, DevOps).
• Quality Focus:Deep understanding of software testing and QA methodologies (including test automation and CI/CD practices) to ensure new solutions are delivered to high standards.
• Strategic & Analytical:Demonstrated ability to develop IT service strategy, analyse performance metrics, and drive continuous improvement in service delivery.
• Communication & Stakeholder Management:Excellent communication skills with a talent for influencing and collaborating with stakeholders at all levels.
• Manage staff levels to ensure that the EUC Service Desk can meet business demands
• Proven Leadership:Extensive experience leading end user computing support and service teams, as well as overseeing IT quality assurance/testing functions, in a large-scale enterprise environment.
• Technical Expertise:Strong knowledge of modern end-user technologies and platforms (e.g. Windows/macOS environments, mobile device management, collaboration and productivity tools).

PERSONAL ATTRIBUTES

• User-Centric Mindset:Passionate about delivering exceptional user experiences and responsive support.
• Change Agent:Motivated by transformation and continuous improvement, with a proactive approach to driving positive change.
• Influential Communicator:Able to challenge the status quo constructively and build consensus across diverse teams and senior leadership.
• Collaborative Leader:Diplomatic and cooperative, works effectively across departments to achieve shared goals.
• Problem Solver:Analytical and calm under pressure, capable of navigating ambiguity and resolving complex issues during high-pressure situations.
• Innovative & Future-Focused:Curious about new technologies (e.g. AI, automation) and how they can enhance the employee experience, while remaining pragmatic and user-focused.

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications

ITIL Framework

DESIRABLE

Professional Qualifications

• Proven experience managing an IT Service Desk or End User Computing function.
• Strong knowledge of ITIL practices and Service Desk operations.
• Experience with IAM processes and tool.
• Knowledge of device management platforms.
• Excellent leadership, people management, and stakeholder communication skills.
• Strong problem-solving ability and a customer-first mindset.
• Work within ITIL framework

ESSENTIAL

Years of Experience

ESSENTIAL

• Hold a similar role in a larger team

ESSENTIAL

Other Requirements

• Experience with automation and self-service solutions
• Knowledge of compliance frameworks (ISO 27001, GDPR, etc.)

DESIRABLE

• Ability to review, create, develop and effectively implement business processes.
• Good organisational and people management skills.
• Effective problem solver and trouble-shooter with strong Commercial awareness
• Ability to work under effectively under pressure and under own initiative
• Presentable and articulate with ability to demonstrate and build confidence/credibility with staff
• Methodical and organised with attention to detail
• Ability to thrive in a fast-paced, dynamic environment.