Senior IT Service Delivery Lead – End User Services

MCS Group; Burlingame (CA); Hybrid; USD 60,000 - 74,000; Full time

Benefits offered by this job

33 days leave

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. This senior role leads service desk, field support, end-user computing and device lifecycle management across several business locations.

Reporting to the Head of IT Services, you will drive performance, manage partners and ensure IT services remain reliable, secure and responsive.

Qualifications

• Significant experience in IT service delivery or IT support management.
• Experience leading service desk, field services or end-user computing.
• Strong people-management, coaching and workload planning.
• Good knowledge of ITIL service-management practices.
• Experience handling major incidents, escalations and risk.

Responsibilities

• Lead day-to-day delivery and performance of service desk and end-user computing.
• Manage incidents, service requests, and communications.
• Define and monitor SLAs, KPIs and customer-experience measures.
• Lead major-incident responses and post-incident improvements.
• Develop direct reports and wider operational teams.
• Plan resources to meet demand and regional coverage.
• Oversee device lifecycle including deployment, refresh and stock control.
• Ensure onboarding, provisioning, access requests and leaver processes.

Skills

Service desk leadership

End-user computing

People management

Incident & major incident handling

Vendor & supplier management

ITIL practices

Stakeholder management

Education

ITIL certification

Job description

IT Service Delivery Manager - End User Services

• County Down
• Hybrid working
• £45,000-£55,000

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.
• Hybrid working.
• 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.
To discuss this opportunity in complete confidence, please submit your CV through the link provided or contact Daire O'Connor, Specialist IT Recruitment Consultant at MCS Group, at [e-mail].
Even if this particular position is not right for you, Daire would be happy to discuss other opportunities across IT support, infrastructure and service delivery.
All conversations will be treated in the strictest confidence.