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For Companies At a Glance
- Tasks: Lead the delivery of innovative End User IT Services and manage a dynamic team.
- Company: Join Microland, a leader in AI-driven technology infrastructure services.
- Benefits: Competitive salary, career growth, and a chance to work with cutting-edge technology.
- Why this job: Make a real impact in a fast-paced environment while enhancing your leadership skills.
- Qualifications: 7-12 years in IT, with 3-5+ years in Service Delivery or EUC leadership.
- Other info: Be part of a diverse team committed to innovation and excellence.
The predicted salary is between 28800 - 48000 £ per year.
Microland is the world's leading AI-first, platform-driven technology infrastructure services company. Microland’s driving ambition is to provide our clients with innovation, the best technologies, and strategies for adopting the next generation of digital infrastructure. 55% of our revenue comes from the North America region, 35% from EMEA, and 10% from APAC. Microland is recognised as a Leader for the 5th consecutive year in Gartner® Magic Quadrant™ for Managed Network Services.
Service Delivery & Operations Management
- Own end-to-end delivery of End User IT Services, including:
- Remote EUS administration & Endpoint L1–L3 Support
- Desktop/Laptop/KIOSK Management (Windows, MacOS, Chromebook)
- Mobility Services (Windows, Android, iOS)
- VIP Support
Monitor and manage daily operations to maintain SLA and KPI performance. Ensure services are delivered consistently across all locations (onsite, remote, hybrid workforce). Track service health, proactively identify issues, and drive problem resolution.
Stakeholder & Customer Relationship Management
- Primary point of contact for customer and their business units regarding End User IT Services.
- Manage user satisfaction programs, surveys, and feedback loops.
- Communicate outages, planned maintenance, and service improvements effectively.
Team Leadership & People Management
- Lead a team of IT support engineers, service desk analysts, and onsite/field staff.
- Provide coaching, mentoring, and skills development for EUC teams.
- Drive shift planning, resource optimisation, and performance management.
Incident, Problem & Change Management
- Ensure root cause analysis (RCA) is completed and permanent fixes are implemented.
- Participate and approve change requests related to EUC infrastructure and services.
- Ensure ITIL best practices are followed across operations.
Service Improvement & Transformation
- Automation & self-service
- Zero-touch deployment and cloud-based device management
- Lead service improvement plans (SIPs) and continuous service maturity initiatives.
- Benchmark services against ITSM standards and best-in-class models.
Vendor & Contract Management
- Manage relationships with vendors providing EUC tools, hardware, software, and support.
- Review vendor performance, SLAs, and ensure compliance with contractual obligations.
- Support hardware lifecycle management (procurement → deployment → retirement).
Compliance, Security & Risk Management
- Ensure endpoint compliance with security policies, patching, and regulatory requirements.
- Support audits, internal controls, and governance frameworks.
- Maintain accurate IT asset inventory and configuration records.
7–12 years of IT experience with 3–5+ years in a Service Delivery or EUC leadership role. Experience working in ITIL-driven operations (ITIL Foundation/Intermediate certification preferred). Experience in managed services environments (Mandatory).
Senior Service Delivery Co-ordinator in Birmingham employer: Microland Limited
Contact Detail:
Microland Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Co-ordinator in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Microland or similar companies. A friendly chat can open doors and give you insider info on the company culture and what they really value in candidates.
✨Tip Number 2
Prepare for the interview by researching Microland's recent projects and innovations. Show us that you’re not just another candidate; demonstrate your passion for their mission and how your experience aligns with their goals in service delivery and IT management.
✨Tip Number 3
Practice common interview questions related to service delivery and team management. We want to see how you handle real-life scenarios, so think of examples from your past roles that highlight your problem-solving skills and leadership abilities.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. Reiterate your enthusiasm for the role and mention something specific from your conversation that excited you about the opportunity at Microland.
We think you need these skills to ace Senior Service Delivery Co-ordinator in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Service Delivery Co-ordinator role. Highlight your experience in ITIL, managed services, and team management. We want to see how your skills align with what Microland is looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service delivery and how you can contribute to Microland's mission. Keep it engaging and relevant to the job description.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics where possible to demonstrate how you've improved service delivery or user satisfaction in previous roles. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss any important updates from us!
How to prepare for a job interview at Microland Limited
✨Know Your ITIL Inside Out
Since the role heavily relies on ITIL practices, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've applied ITIL principles in your previous roles, especially in service delivery and operations management.
✨Showcase Your Leadership Skills
As a Senior Service Delivery Co-ordinator, you'll be leading teams. Share specific examples of how you've successfully managed teams, improved performance, or resolved conflicts. Highlight your coaching and mentoring experiences to demonstrate your leadership style.
✨Understand the Client's Needs
Research Microland and its client base. Be ready to discuss how you would manage stakeholder relationships and ensure user satisfaction. Think about how you can contribute to their goal of delivering consistent services across various locations.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving skills, especially regarding incident and change management. Prepare examples of past challenges you've faced in service delivery and how you implemented effective solutions, including root cause analysis.
