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

Salary £45k-£55k

33 days leave incl. bank holidays

Pension

Life assurance

Subsidised healthcare

Job summary

MCS Group is partnering with a large, established, multi-site organisation to appoint an End User Services Manager. You will lead service desk, field support, end-user computing and device lifecycle management across several business locations.

This senior IT role reports to the Head of IT Services and requires strong people leadership, ITIL-aligned practices and a proven track record with service delivery across multi-site environments.

Qualifications

• Significant experience in IT service delivery or IT service management.
• Experience leading service desk, field services or end-user computing.
• Strong people-management and workload planning skills.
• Good knowledge of ITIL practices and incident management.
• Experience managing major incidents and service escalations.
• Experience working across multi-site environments and with third-party suppliers.

Responsibilities

• Lead day-to-day delivery and performance of service desk, field-support and end-user computing services.
• Manage incidents, service requests, escalations and operational communications.
• Define and monitor SLAs, KPIs and customer-experience metrics.
• Lead major incidents: coordination, restoration and post-incident improvements.
• Use data and trend analysis to improve performance and customer feedback.
• Develop direct reports and wider operational teams.
• Plan resources to meet demand and regional coverage.
• Foster a high-performing, customer-focused service culture.
• Oversee end-user device lifecycle including deployment, refresh and asset accuracy.
• Ensure onboarding, provisioning and leaver processes are completed consistently.
• Support improvements in self-service, automation, and knowledge management.
• Maintain ITIL-aligned incident, request, problem, change, asset and knowledge-management processes.
• Ensure security, patching, audit and data-protection requirements are met.
• Manage third-party suppliers and contractors for performance.

Skills

ITIL

Leadership

Service Delivery

Incident Management

Stakeholder Management

Multi-site Experience

Communication

Education

ITIL certification

Job description

MCS Group is partnering with a large, established, multi-site organisation to appoint an End User Services Manager. You will lead service desk, field support, end-user computing and device lifecycle management across several business locations.

This senior IT role reports to the Head of IT Services and requires strong people leadership, ITIL-aligned practices and a proven track record with service delivery across multi-site environments.