Service Delivery Manager

Your new companyAn established, market-leading organisation with operations across multiple locations is seeking an experienced End User Services Manager to lead the delivery and continual improvement of its end-user and operational IT services.
This is a key leadership position with responsibility for ensuring IT services are reliable, secure, customer-focused and aligned with the needs of the wider business.
Your new roleYou will take ownership of the day-to-day delivery and performance of IT support services across Service Desk, Field Services, End User Computing and device life cycle management.
Key responsibilities will include:

• Leading service delivery and support operations across multiple locations
• Managing SLAs, KPIs, service performance and customer experience
• Leading Major Incident Management, escalations and service restoration
• Developing and leading high-performing, customer-focused support teams
• Driving continual service improvement through metrics, trends and root cause analysis
• Managing end-user device life cycle, deployment, refresh and asset management
• Ensuring effective ITIL-aligned service management
• Managing third-party suppliers and service partners
• Supporting service transition and operational readiness for new and changing services
• Contributing to operational budgets, hardware, licensing and support costs

What you'll need to succeedYou'll bring significant experience in IT Service Delivery, Service Operations or IT Support Management, ideally within a complex, multi-site environment.
You'll have:

• Experience leading Service Desk, Field Services, End User Computing or similar support teams
• Strong people leadership and team development experience
• Good knowledge of ITIL service management
• Experience managing major incidents, escalations and service performance
• A track record of driving measurable service improvements
• Experience managing third-party suppliers or MSPs
• Strong stakeholder management and communication skills
• A good understanding of information security, data protection and asset management

ITIL certification and experience across budgeting, procurement, licensing, asset management and service transition would be advantageous.What you'll get in returnYou'll join an established organisation in a highly visible IT leadership role, with the opportunity to shape and improve the end-user service experience across the business.The role is permanent and based in Hillsborough with hybrid working available, alongside an attractive benefits package including 33 days' holiday including bank holidays, pension, life assurance and subsidised healthcare.What you need to do nowIf you're an experienced Service Delivery Manager, End User Services Manager or IT Operations professional looking for your next leadership opportunity, please apply with an up-to-date CV or contact Roisin Byrne at Hays Technology for a confidential discussion.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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