Head of End-User Tech & Service Delivery

C010 Cherry Bekaert Advisory LLC; West Virginia; On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Annual bonus

Medical, dental, and vision care

Disability and life insurance

Generous Paid Time Off

Retirement plans

Paid Care Leave

Job summary

Cherry Bekaert’s Technology team seeks an End User Technology Senior Manager to lead end-user technology strategy, service delivery models, and ITSM governance across U.S. offices and global partnerships.

You will drive service performance, workforce planning, and transformations through analytics and automation, partnering with technology and business leaders to optimize adoption and experience.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• 10+ years of progressively responsible experience in IT service management, end-user technology, service desk operations, or enterprise technology service delivery.
• 5+ years of people leadership experience with responsibility for managers and professional teams.
• Strategic leadership experience in end-user technology, ITSM, service delivery, and operational governance.
• Proven ability to lead managers and teams through workforce planning, coaching, performance management, and organizational development.
• Strong experience with ITIL/ITSM processes, incident management, service optimization, and governance.
• Experience with ITSM platforms, SLA/KPI management, reporting, automation, and continuous improvement initiatives.
• Strong financial, vendor, contract, and resource management skills.
• Executive-level communication, stakeholder management, and presentation skills.

Responsibilities

• Provide strategic leadership for end-user technology, including team development, workforce planning, and performance management.
• Define and execute end-user support strategy, service delivery models, and technology roadmaps aligned with business objectives.
• Oversee ITSM governance, white-glove support, endpoint services, and onsite event support operations.
• Lead service performance, SLA/KPI management, escalation governance, and continuous improvement initiatives.
• Drive service transformation through analytics, automation, process optimization, and customer feedback.
• Manage vendor relationships, contracts, budgets, licensing, and service performance.
• Partner with technology and business leaders to support readiness, training, communications, and adoption of technology changes.
• Report on service health, operational risks, customer experience, and strategic recommendations to leadership.
• Foster a culture of service excellence, accountability, operational discipline, and customer focus.

Skills

Leadership

IT Service Management

ITIL/ITSM

Governance

Vendor management

Stakeholder management

Data analytics

Executive communication

Change leadership

Cross-functional collaboration

Education

Bachelor’s degree in CS/IT

Tools

ITSM platforms

Job description

Cherry Bekaert’s Technology team seeks an End User Technology Senior Manager to lead end-user technology strategy, service delivery models, and ITSM governance across U.S. offices and global partnerships.

You will drive service performance, workforce planning, and transformations through analytics and automation, partnering with technology and business leaders to optimize adoption and experience.