Service Delivery Manager – End User Services

Job Description We are looking for an experienced   Service Delivery Manager – End User Services   to oversee and continuously improve End User Services across the organization. This role   is responsible for   ensuring that workplace technology services are reliable, secure, cost-effective, and focused on   a strong   end-user experience. A significant part of our End User Services is delivered by external service providers, so the role requires strong experience in   vendor management, service governance, escalation management, and coordination across multiple internal and external teams .

The successful candidate will be comfortable working in a complex, fast-changing environment and able to bring structure, ownership, and clear priorities where processes or responsibilities are not always fully defined. Key responsibilities  Oversee the delivery of End User Services across the organization. Manage outsourced service providers and ensure agreed SLAs, KPIs, service quality, and contractual commitments are met.

Act as the main escalation and coordination point for End User Services. Drive continuous improvement, standardization, automation, and service quality. Coordinate operational processes including incidents, problems, changes, releases, and service lifecycle activities. Oversee End User Services projects and smaller initiatives, working closely with Project Managers, Architects, Security, Infrastructure, Network, and business stakeholders.

Coordinate the End User   Services   roadmap and lifecycle planning. Monitor service performance, risks, user experience, licensing, operational costs, and provider performance. Provide input to annual budgeting, forecasting, vendor reviews, and technology investments. Support RFIs, RFPs, RFQs, procurement activities, and service transition into operations. Help ensure clear service ownership and responsibility boundaries across internal teams and suppliers.

Software and license evidence validation   Service scope  The role covers the broader End User Experience, including:   Windows endpoints. Apple devices, with a strong focus on   iPadOS . macOS and Linux endpoints where applicable. Device management, provisioning, updates, compliance, lifecycle, and asset management. Application onboarding, packaging, deployment, and decommissioning. Microsoft 365.

Microsoft Teams and Teams Voice. Exchange Online and shared mailboxes. Slack. OneDrive, SharePoint, and Teams collaboration sites. Secure Email Gateway services, including Mimecast. SMTP and system email services. SMS services. Traditional file services such as DFS. Digital Employee Experience and endpoint analytics. Software distribution, patching, and software lifecycle management. SaaS, licensing, and cost optimization.

What we are looking for  8+ years of professional IT experience. Experience in End User Computing, Digital Workplace, Microsoft 365, endpoint management, infrastructure services, or   a related area . At least 2–3 years of experience in service delivery, service ownership, technology management, or a similar leadership role. Strong experience managing   outsourced IT services and third-party providers .

Good understanding of Microsoft 365, Teams, Exchange Online, OneDrive, and SharePoint. Good understanding of endpoint management, particularly Windows and Apple/iPadOS environments. Experience with SLAs, KPIs, operational escalations, service reviews, and continuous improvement. Familiarity with ITIL processes, especially Incident, Problem, Change, and Service Level Management. Experience coordinating projects, service transitions, and technology lifecycle activities.

Experience with budgeting, vendor management, licensing, and operational cost control. Strong communication , stakeholder management, and influencing skills. Ability to work effectively across multiple teams and suppliers without direct authority. Ability to bring