Service Delivery Manager – End User Computing in Leeds

Leeds Full-Time On-site

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Job Details: Service Delivery Manager – End User Computing

Full details of the job.

Vacancy Name

Vacancy Name Service Delivery Manager – End User Computing

Vacancy No

Vacancy No VN2984

Location City

Location City Leeds

Location Country

Location Country United Kingdom

Job Description

Job Title: Service Delivery Manager – End User Computing
Reports to: Service Delivery & Assurance Manager – End User Computing
Department: Technology
Location: Leeds
Status: Permanent
Job Grade: M

JOB OVERVIEW

As Technology Service Delivery Manager – End User Computing; you will be reporting into the Service Delivery & Assurance Manager and lead with IT business engagement and the voice of the customer. Performing day to day Service request approval management and escalation support where required. You will work with our suppliers to ensure a seamless delivery of service to the end users; planning, coordinating, and creating OLAs and business process, holding them responsible and accountable from delivery.

You will be a senior escalation point for all end user issues.

Your key objectives:

Driving our suppliers to mature our service models through ticket-based trend analysis, reporting and continual service improvement, with a focus on Customer satisfaction, efficiency, automation, and cost.
Managing the IT service improvement initiatives, ensuring improvements are prioritised by business value and delivered in line with agreed plans.
Always look to identify improvements in the end user experience and supporting plans to make sure IT is easily accessible by improving ease of use.
Reviewing ticket information; ticket-based trend analysis, reporting and continual service improvement.
Ensuring the operational stability, performance, and resilience of the user-based platforms such as Desktop/Laptop/Tablets and other devices as required.

RESPONSIBILITIES

Own and govern ITSM processes across the EUC environment in line with ITIL best practices, including Incident, Request, Change, Problem Management as well as Hardware & Software Asset Management.
Oversee governance in EUC areas; Create and manage dashboards in Service Now, attend monthly governance calls
Ensure categorisation, priority are correct and drive resolution within agreed SLAs with third party.
Monitor and action EUC approval queue.
Act as the escalation point for complex or high-priority incidents, coordinating resolution across internal teams and third parties.
Own the EUC knowledge management framework end-to-end, drive the full article lifecycle from creation and peer review through to periodic refresh and retirement. Own the end user facing knowledge articles internal Service Now portal.
Enforce knowledge quality standards, ownership assignments, and review cadences with knowledge mangers.
Work closely with the service desk and resolver groups to surface knowledge and convert it into accurate, structured, reusable articles
Support the EUC communications approver, reviewing and signing off all user-facing communications — including service announcements, outage notifications, major incident updates, change alerts. Adhere to the organisation’s communications guidelines, brand and accessibility standards
Act as cover for the Lead Service analyst in raising Purchase Orders (POs) for EUC-related goods and services in line with procurement policy, ensuring all spend is appropriately authorised before commitment. Identify and promptly escalation any budget overages, unexpected charges, or discrepancies to the Service Delivery and Assurance manager.
Lead EUC participation in the Change Advisory Board (CAB); review, coordinate standard, normal, and emergency changes to ensure they are risk-assessed, approved, and safely implemented.
Proactively identify recurring incidents with trend analysis; initiate Problem Records, lead Root Cause Analysis (RCA) sessions, and present findings with permanent fix recommendations
Drive HAM process with third party supplier on maintaining an accurate hardware asset register covering the full device lifecycle — from procurement and deployment through refresh and retirement — and reconcile against the CMDB. Attend and drive monthly governance and ensure accuracy.
Drive SAM process with third party supplier, attend governance calls, review and drive best practices, work with suppliers on procurement and timely renewals of software
Work with third parties for new Apple devices including Macbooks, iPhone and iPad, coordinate and govern testing and onboarding processes.
Support Service Delivery and Assurance Manager in driving and governing best practices in Intune and reviewing policies and processes.
Support Service Delivery and Assurance manager with key technology vendors (hardware OEMs, MSPs); drive performance against contractual SLAs and elevate service issues promptly. Participate in Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs) with vendors; drive roadmap discussions and hold suppliers accountable for service quality and continuous improvement commitments.
Drive, coordinate and support EUC projects in governing, planning/scheduling, and stakeholder management/engagement.

ESSENTIAL SKILLS

To succeed in this role, you will be capable of operational thinking and must not be afraid to roll up your sleeves, particularly in support issues (major incidents/problems) and supporting projects and improvements initiatives.

The ideal candidate will have the following attributes…

Excellent business engagement skills.
Background in IT service management (ITSM) with experience of managing and improving ITSM processes.
Experience of managing suppliers and supporting IT Service Desks and End User Computing teams.
Experience on asset management, lifecycle management, HAM and SAM
Ability to effectively deal with changing priorities or obstacles whilst providing alternate options and solutions.
Ability to work in a changing and challenging environment, with an evident 'can-do' attitude.
Ability to document support Processes and procedures aligned with best practices.
Strong problems solving skills with a natural desire to seek out and implement creative solutions to complex issues.
ITIL foundation qualification (minimum)

Basic salary per annum starting from

Benefits There are a million reasons why it's great to work at Channel 4, here are just a few of the perks for you;

Private medical insurance
Free Virtual GP access for employees
Free Female Health hormone test each year
Free Tastecard membership
Access to financial wellbeing resources
Discounted Gym memberships
Pension
Life Assurance
Income Protection
Holiday Purchase

Hybrid working From September 2023, C4 has operated a 60/40 working pattern, equating to three office days per week. Having everyone in the office three days a week gives us more opportunity to build our high performing, inclusive culture; to collaborate and to learn and share with each other, as well as helping to coordinate a regular pattern of home and office working days. Employees then have the flexibility to decide where they spend the rest of the working week. All our offices are open five days a week.

Applications Close Date

Equal Opportunities Channel 4's purpose is to create change through entertainment; by representing unheard voices, challenging with purpose and delivering content which reflects the diversity of different communities across the UK. We are only able to deliver on this remit by having a workforce rich in diversity of thought, background and lived experience. As an employer we encourage applications from candidates from all backgrounds and do not discriminate based on disability, age, gender reassignment, gender expression, criminal history, length of time spent unemployed, marriage or civil partnership status, national origin, pregnancy and maternity status, race, religion or belief, sex, and sexual orientation.

Disability Confident Scheme: Channel 4 is a member of the Business Disability Forum (BDF) and has also maintained the highest level of the Department of Work and Pension's Disability Confident scheme - Level 3: Leader. Under the Disability Confident Scheme, we aim to offer an interview to all candidates who have a neurodiverse condition, impairment or long-term condition and who meet the essential criteria for an advertised job. If you wish your application to be considered under the Disability Confident Scheme, please select yes when completing the application questions. For more information, please visit the Disability Confident Campaign website.

For our roles and schemes that receive a high volume of applications it may not be possible to provide an interview to all applicants who meet the essential criteria and in this situation we can only select applications that best meet the skills needed for the role.

Care Leaver Friendly Employer: Channel 4 is a Care Leaver Friendly Employer. By signing the Care Leaver Friendly Employer Charter and adopting its principles, we are supporting an immensely talented yet often under-served and under-represented community of young people/ adults. We commit to offering an interview (and constructive feedback) to applicants who identify as care experienced and meet the essential criteria for the role as outlined on the job description. Applicants should indicate if they wish to apply under our Care Leaver Scheme by selecting the option on the application form.

Workplace Adjustments: We are committed to providing disabled applicants a level playing field when applying for a job and support whilst employed to perform to the best of their ability and develop their careers. If you have a neurodiverse condition, impairment or long-term condition and require any adjustments, additional support or alternative arrangements during the recruitment and wish to discuss this confidentially, please let us know via the following email recruitment@channel4.co.uk