IT Service Delivery Manager - End User Services

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.

• 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., * 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.

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

MCS Group is a leading professional recruitment services company resourcing for the specialist IT & Digital, Technical & Engineering and Professional Services recruitment markets in Northern Ireland. MCS Group is widely recognised as a genuine market leader in IT & Digital recruitment in Northern Ireland, with an increasing profile in the Technical & Engineering and Professional Services markets.

At MCS we connect people!! We work with the majority of NI’ leadings employers in the sector, from large foreign direct investment (FDI) organisations to successful, locally owned technology firms, connecting talented professional with the best career opportunities.

Our Team

At MCS Group our track record is impressive and through our highly experienced team we offer employers almost 100 years successful delivery experience in specialist disciplines.

Our consultants know the market and speak your language. They will help you cut through the flannel and will work hard to help you achieve your goals, either as candidate seeking a career improvement or an employer seeking talented people.

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Honesty, trust and confidentiality are the pillars which underpin everything we do. We are known for treating people with respect and will deal with you in a straightforward manner. We are focused on long term wins for our candidates and clients.