At a Glance
- Tasks: Lead and improve end-user IT services across multiple sites.
- Company: Join a large, established organisation with a focus on innovation.
- Benefits: Enjoy hybrid working, competitive salary, and 33 days' annual leave.
- Other info: Opportunity for career growth in a dynamic IT environment.
- Why this job: Make a real impact by enhancing user experience and service delivery.
- Qualifications: Experience in IT service delivery and strong leadership skills required.
The predicted salary is between 57704 - 70528 £ per year.
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
- 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.
WHAT YOU WILL NEED
- 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.
DESIRABLE EXPERIENCE
- 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.
PACKAGE
- Salary of £45,000-£55,000.
- Hybrid working.
- 33 days' annual leave, including bank holidays.
- Pension.
- Life assurance.
- Subsidised healthcare.
- Some travel to other business locations will be required.
- Occasional support outside normal working hours may also be necessary during significant incidents or periods of business disruption.
To discuss this opportunity in complete confidence, please submit your CV through the link provided or contact Daire O'Connor, Specialist IT Recruitment Consultant at MCS Group.
Even if this particular position is not right for you, Daire would be happy to discuss other opportunities across IT support, infrastructure and service delivery. All conversations will be treated in the strictest confidence.
IT Service Delivery Manager - End User Services in Lisburn employer: MCS Group
Join an innovative software business in Belfast that prioritises employee development and a supportive work culture. As an IT Customer Support Team Lead, you'll have the unique opportunity to lead a small, focused team while driving operational excellence and embracing cutting-edge AI technologies. With a competitive salary, flexible hybrid working options, and a commitment to long-term career growth, this role offers a rewarding environment for those passionate about customer care and team leadership.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Delivery Manager - End User Services in Lisburn
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what MCS Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges MCS Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at MCS Group!
✨Direct Apply to MCS Group
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We think you need these skills to ace IT Service Delivery Manager - End User Services in Lisburn
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at MCS Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at MCS Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at MCS Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
