Service Delivery Manager

Our leading client is seeking a Service Desk Manager to join their team on a permanent basis. The Manager is responsible for overseeing the delivery and optimization of end-user IT services, including device management, software support, and user experience enhancements. This role operates within a complex international IT environment, encompassing global and local systems, legacy and next-generation applications, and diverse support teams. The Manager ensures the smooth operation of end-user systems and services to support business productivity.

Main Responsibilities

• Team Leadership:
• Lead, mentor, and support a team of two, focusing on helpdesk, deskside support, and information security compliance tasks. Act as an escalation point for complex end-user computing issues.
• End-User Support:
• Oversee the management of IT support for end users, ensuring the efficient handling of service desk tickets and maintaining high user satisfaction.
• Device and Software Management:
• Manage the lifecycle of end-user devices (laptops, desktops, mobile devices), including procurement, deployment, patching, upgrades, and obsolescence planning.
• Collaboration Tools:
• Ensure seamless delivery and optimization of collaboration tools (e.g., Microsoft 365, Teams, and conferencing platforms).
• Policy Compliance:
• Maintain adherence to security and compliance standards, including identity and access management, data protection, and software licensing.
• Vendor Management:
• Collaborate with external providers to deliver efficient EUC solutions and services, monitoring performance against SLAs.
• Process Improvement:
• Develop, document, and refine EUC processes to enhance operational efficiency and user satisfaction.
• User Training and Communication:
• Support end-user adoption of IT tools and platforms through clear communication, training sessions, and user guides.

Ideal Candidate Profile

• Technical Expertise:
• Proficient in managing and supporting end-user devices, software, and collaboration tools in a corporate environment.
• Customer-Focused:
• A strong commitment to providing excellent user experiences and solving problems with a proactive approach.
• ITSM and ITIL Experience:
• Familiarity with ITIL frameworks, ITSM tools, and service desk operations.
• Communication Skills:
• Excellent ability to translate technical concepts into clear, user-friendly language for non-technical stakeholders.
• Adaptable:
• Comfortable working in a fast-paced environment, embracing evolving priorities and responsibilities.

Qualifications

• A third-level degree in IT, computer science, or a related field.
• At least 3 years of experience managing end-user computing environments or IT support teams.
• Strong knowledge of endpoint management tools (e.g., SCCM, Intune, or equivalent).
• Familiarity with enterprise collaboration platforms (e.g., Microsoft 365).
• Experience with ITIL processes and ITSM tools.
• Background in sectors such as fleet management, leasing, automotive, or financial services is a plus.
• Excellent troubleshooting, analytical, and problem-solving skills.

Benefits

• Work-life balance benefits.
• A positive and dynamic working environment.
• Opportunities for career progression, both locally and globally.
• Access to training and development.
• A competitive salary.
• Performance-related bonus with achievable targets.
• A pension scheme.

Salary : 75-80k