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- Tasks: Lead the delivery of IT services and manage a dynamic team of support engineers.
- Company: Join a forward-thinking company in Birmingham focused on innovative IT solutions.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Why this job: Make a real impact by enhancing user experiences and driving service improvements.
- Qualifications: 7-10 years in IT, with leadership experience in service delivery and managed services.
- Other info: Opportunity to work in a collaborative environment with a focus on continuous improvement.
The predicted salary is between 60000 - 80000 £ per year.
Location: Birmingham (Onsite)
Experience Requirements:
- 7–10 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).
Key Responsibilities:
- 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
- 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.
Senior Service Delivery Lead in Birmingham employer: Pyramid Consulting, Inc
Contact Detail:
Pyramid Consulting, Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Lead in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Service Delivery Lead role.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. We want you to show them you’re not just a fit for the role, but for the team too. Tailor your answers to highlight your experience in managing large-scale end-user environments and ITIL-driven operations.
✨Tip Number 3
Don’t forget to showcase your leadership skills! When discussing your past roles, focus on how you’ve led teams and improved service delivery. We want to see how you’ve driven performance management and user satisfaction in your previous positions.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Service Delivery Lead in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Service Delivery Lead. Highlight your experience in managing large-scale end-user environments and any ITIL certifications you have. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your leadership in service delivery and how you've improved operations in previous roles. Let us know what makes you tick!
Showcase Your Achievements: When detailing your experience, focus on achievements rather than just responsibilities. Did you improve SLA performance or enhance user satisfaction? We love numbers, so quantify your successes where possible to make your application stand out!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss any important updates. Plus, it’s super easy – just follow the prompts and let us see your amazing skills!
How to prepare for a job interview at Pyramid Consulting, Inc
✨Know Your ITIL Inside Out
Since the role heavily relies on ITIL-driven operations, 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 incident management.
✨Showcase Your Leadership Skills
As a Senior Service Delivery Lead, you'll be managing teams and driving performance. Think of specific examples where you've successfully led a team, improved service delivery, or resolved conflicts. Highlight your coaching and mentoring experiences to demonstrate your leadership style.
✨Prepare for Stakeholder Engagement
This position requires regular interaction with stakeholders and customers. Prepare to discuss how you've managed relationships in the past, conducted governance meetings, and handled user satisfaction programs. Bring examples of how you've communicated effectively during outages or service improvements.
✨Think Service Improvement
The company is looking for someone who can identify opportunities for service improvement. Come ready with ideas on automation, self-service, and modern workplace enhancements. Discuss any past initiatives you've led that resulted in significant improvements in service delivery or user experience.