IT Service Delivery Manager - End User Services

MCS Group | Your Specialist Recruitment Consultancy; Royal Hillsborough; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Pension

Life assurance

Subsidised healthcare

33 days annual leave

Job summary

MCS Group is partnering with a large multi-site organisation to appoint an End User Services Manager. You will lead service desk, field support and end-user computing, ensuring reliable, secure and responsive IT services across locations.

Reporting to the Head of IT Services, you will drive SLAs and KPIs, manage incidents and major outages, and mentor teams while coordinating with suppliers and business stakeholders. Some travel to other sites may be required.

Qualifications

• Significant experience in IT service delivery or IT support management.
• Experience managing multi-site environments.
• Proven leadership of a service desk, field-services, end-user computing or similar operational support function.
• Strong people-management experience, including coaching, performance management, development and workload planning.
• Good working knowledge of ITIL service-management practices.
• Experience managing major incidents, service escalations and operational risk.
• Experience measuring and reporting service performance through SLAs and KPIs.
• Evidence of improving services through data, trend analysis, root-cause investigation and customer feedback.
• Experience managing third-party suppliers or managed service providers.
• Strong stakeholder-management, communication and influencing skills.

Responsibilities

• Lead day-to-day delivery and performance of service desk, field-support and end-user computing services.
• Managing incidents, service requests, escalations and operational communications.
• Defining, monitoring and improving SLAs, KPIs and customer-experience measures.
• Leading the response to major incidents, including coordination, communication, restoration and post-incident improvement.
• Using service data, trend analysis, root-cause investigation and user feedback to improve performance.
• Managing and developing direct reports and wider operational support teams.
• Planning resources to meet business demand, regional coverage and project requirements.
• Building a high-performing and customer-focused service culture.
• Overseeing the end-user device lifecycle, including deployment, refresh, recovery, stock control and asset accuracy.
• Ensuring onboarding, provisioning, access requests and leaver processes are completed consistently.
• Supporting improvements across self-service, automation, endpoint management and knowledge management.
• Maintaining ITIL-aligned incident, request, problem, change, asset and knowledge-management processes.
• Ensuring services comply with security, patching, audit, data-protection and policy requirements.
• Managing third-party support providers and holding suppliers accountable for performance and contractual delivery.
• Contributing to budget planning and cost control across hardware, licensing, support contracts and improvement activity.
• Supporting the operational transition and handover of new or changed technology services.

Skills

Service delivery leadership

People management

Stakeholder management

ITIL knowledge

Incident management

Communication skills

Data-driven improvement

Education

ITIL certification (preferred)

Relevant leadership qualification

Job description

IT Service Delivery Manager - End User Services

• County Down

THE OPPORTUNITY
MCS Group is partnering with a large, established, multi-site organisation to appoint an End User Services Manager.
This is a senior operational IT position with responsibility for the performance and continual improvement of end-user services across service desk, field support, end-user computing and device lifecycle management.
Reporting to the Head of IT Services, you will lead support teams, manage service partners and ensure IT services remain reliable, secure and responsive across several business locations.
The role would suit an experienced IT Service Delivery Manager, IT Operations Manager or IT Support Manager who combines strong people leadership with structured IT service management experience.
THE ROLE
You will be responsible for:

• Leading the day-to-day delivery and performance of service desk, field-support and end-user computing services.
• Managing incidents, service requests, escalations and operational communications.
• Defining, monitoring and improving SLAs, KPIs and customer-experience measures.
• Leading the response to major incidents, including coordination, communication, restoration and post-incident improvement.
• Using service data, trend analysis, root-cause investigation and user feedback to improve performance.
• Managing and developing direct reports and wider operational support teams.
• Planning resources to meet business demand, regional coverage and project requirements.
• Building a high-performing and customer-focused service culture.
• Overseeing the end-user device lifecycle, including deployment, refresh, recovery, stock control and asset accuracy.
• Ensuring onboarding, provisioning, access requests and leaver processes are completed consistently.
• Supporting improvements across self-service, automation, endpoint management and knowledge management.
• Maintaining ITIL-aligned incident, request, problem, change, asset and knowledge-management processes.
• Ensuring services comply with security, patching, audit, data-protection and policy requirements.
• Managing third-party support providers and holding suppliers accountable for performance and contractual delivery.
• Contributing to budget planning and cost control across hardware, licensing, support contracts and improvement activity.
• Supporting the operational transition and handover of new or changed technology services.

WHAT YOU WILL NEED

• Significant experience in IT service delivery, service operations or IT support management.
• Experience supporting users and services across a multi-site environment.
• Proven leadership of a service desk, field-services, end-user computing or similar operational support function.
• Strong people-management experience, including coaching, performance management, development and workload planning.
• Good working knowledge of ITIL service-management practices.
• Experience managing major incidents, service escalations and operational risk.
• Experience measuring and reporting service performance through SLAs and KPIs.
• Evidence of improving services through data, trend analysis, root-cause investigation and customer feedback.
• Experience managing third-party suppliers or managed service providers.
• Strong stakeholder-management, communication and influencing skills.
• A good understanding of information security, data protection, asset management and operational controls.

DESIRABLE EXPERIENCE

• ITIL certification or an equivalent service-management qualification.
• Budget management, procurement, licensing or asset-management experience.
• Service-transition or operational-readiness experience.
• Experience supporting the implementation of new technologies and services.
• A relevant leadership, management or technical qualification.

PACKAGE

• Salary of £45,000-£55,000.
• 33 days' annual leave, including bank holidays.
• Pension.
• Life assurance.
• Subsidised healthcare.

Some travel to other business locations will be required. Occasional support outside normal working hours may also be necessary during significant incidents or periods of business disruption.