Service Delivery Manager - End User Computing in Leeds

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 processes, 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 managers.
• 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 escalate 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 problem-solving skills with a natural desire to seek out and implement creative solutions to complex issues.
• ITIL foundation qualification (minimum).

Benefits:

• 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.

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.

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.

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.