Service Delivery Manager - EUT
Department: Technology
Employment Type: Permanent - Full Time
Location: UK - London
Reporting To: Jamie Murr
Description
We are seeking a delivery-focused Service Delivery Manager with strong technical depth in End User Technology to coordinate the day-to-day delivery, stability, and ongoing improvement of workplace technology services.
The successful candidate will ensure services are reliable, secure, and compliant, while also actively contributing to technical resolution, automation, and service maturity.
You will operate across service delivery, incident management, and engineering, supporting a global user base through a blended delivery model of internal teams and third-party partners.
About the role
Service Delivery & Operations
- Drive the maturation of EUT services into stable, well-governed BAU services
- Use service data, trends, and operational insight to proactively improve reliability and user experience
- Identify opportunities to reduce manual effort through automation, self-service, and platform optimisation
- Embed ITSM best practices (incident, problem, change) consistently across delivery
Hands-on Technical Engineering (L3)
- Provide technical expertise for complex incidents, problems, and escalations across EUT services
- Lead root cause analysis and implement permanent fixes for recurring issues
- Oversee and govern endpoint and platform services (e.g. Microsoft 365, Intune, device management, identity integrations), ensuring service performance, standards, and alignment across delivery teams
- Act as the technical escalation point bridging service operations and engineering teams
- Contribute directly to build standards, configurations, and service improvements
Incident & Major Incident Management
- Lead or coordinate EUT-related incidents and major incidents as the primary escalation point
- Provide both operational leadership and hands-on technical involvement where required
- Ensure timely stakeholder communication and structured incident management
- Own post-incident reviews, root cause analysis, and remediation actions
Onboarding & Operational Readiness
- Own the onboarding of new or materially changed services into BAU operations
- Ensure documentation, monitoring, SLAs, support models, and runbooks are in place
- Support early life activities to stabilise services post go-live
Automation, Tooling & Knowledge
- Deliver and support automation solutions (e.g. scripting, PowerShell, workflows)
- Create and maintain high-quality documentation including runbooks, SOPs, and knowledge articles
- Improve knowledge sharing and reduce reliance on individuals through structured documentation
Reporting & Stakeholder Management
- Produce clear service reporting across performance, incidents, risks, and improvement actions
- Present service insights in a format suitable for senior stakeholders
- Build strong relationships across Technology, Security, and business stakeholders
About you
- Proven experience in IT Service Delivery within End User Technology / Digital Workplace Technologies
- Strong hands-on technical capability at Level 3 (endpoint management, M365, device platforms)
- Experience supporting and resolving complex technical escalations
- Solid understanding of ITSM practices (incident, problem, change) and process maturity
- Strong documentation, process definition, and service standardisation skills
- Experience with automation or scripting (e.g. PowerShell)
- Comfortable working in regulated, audit-aware environments
- Confident communicator with the ability to engage both technical teams and senior stakeholders
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