Job Title: Sr. Lead – Service Delivery
Location: Birmingham (Onsite)
Project Type: FTE
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:
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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).
7. 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.