Sr. Manager - Service Delivery in Birmingham

Microland is the world's leading AI-first, platform-driven technology infrastructure services company. We are a 36-year-old organisation serving clients in over 100 locations globally. Microland's driving ambition is to provide our clients with innovation, the best technologies, and strategies for adopting the next generation of digital infrastructure. We lead with our platforms under the umbrella of Intelligeni. Large enterprises rely on Microland to manage and transform their mission-critical infrastructure. 55% of our revenue comes from the North America region, 35% from EMEA, and 10% from APAC.

Role Summary:

• 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.
• Conduct regular governance meetings (weekly/monthly/quarterly).
• 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 optimization, and performance management.

Incident, Problem & Change Management:

• Oversee major incident handling for end-user-related outages.
• 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:

• Identify opportunities for:

• Automation & self-service
• Modern workplace improvements
• Endpoint security enhancements
• Zero-touch deployment and cloud-based device management

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.

Experience Requirements:

• 7–12 years of IT experience with 3–5+ years in a Service Delivery or EUC leadership role.
• Hands-on experience managing large-scale end-user environments (1,000+ endpoints preferred).
• Experience working in ITIL-driven operations (ITIL Foundation/Intermediate certification preferred).
• Experience in managed services environments (Mandatory).