END USER SERVICES MANAGER - Permanent role DIVISION: Central LOCATION: Hillsborough, Northern Ireland - Hybrid working available. Benefits: Subsidised Private Medical Cover; Life Assurance Scheme, Contributory Pension, 35 Days annual leave (Including Public Holidays) As End User Services Manager, you'll play a pivotal role in shaping the day-to-day IT experience for colleagues across the business. You'll lead the delivery and continuous improvement of critical IT services, including the service desk, field services, end-user computing, device lifecycle management and wider support functions, ensuring every interaction is reliable, secure and customer-focused. You'll be at the heart of driving service excellence, overseeing operational performance, leading major incident response, managing supplier partnerships and ensuring support teams are empowered to perform at their best. Working closely with the Head of IT Services, you'll use data, insight and user feedback to identify opportunities for improvement, enhance service quality and deliver measurable value to the business. This is an exciting opportunity for a customer-centric IT leader who thrives on creating seamless user experiences, leading high-performing teams and making a tangible impact across a growing organisation. Please note: Some travel to other sites may be necessary. Provision of support, outside normal working hours may be required to minimise business disruption and downtime. Role breakdown: Service Delivery and Operations Lead the overall operation and performance of IT support services across service desk, field services, end-user computing and related support functions Ensure effective management of incidents, service requests, escalations and service communications across support tiers Monitor daily service performance and take action to maintain service quality, responsiveness and customer satisfaction Oversee field service delivery across offices, regional locations and project sites to ensure a consistent and effective support model Service Performance and Major Incident Management Act as the operational owner for service quality, ensuring SLAs, KPIs and customer experience measures are defined, monitored, reported and improved Lead major incident management for high-priority service issues, coordinating response activity, communications, restoration and post-incident actions Use reporting, trend analysis, root cause insight, user feedback and operational data to drive continual service improvement Produce clear service reports and recommendations for the Head of IT Services and relevant stakeholders People Leadership and Team Management Provide leadership to direct reports and wider service teams through clear objectives, performance management, coaching, development and engagement Plan resources effectively to support business demand, regional coverage, project activity and operational priorities Build a high-performing, customer-focused team that demonstrates ownership, collaboration and accountability Maintain effective knowledge sharing, support documentation and operational handover practices Device and End-User Lifecycle Management Manage the end-user device lifecycle, including standards, deployment, refresh, recovery, stock control and asset accuracy Ensure onboarding, provisioning, access requests and leaver processes are completed consistently and in line with agreed controls Support modern workplace improvements including self-service, automation, endpoint management and knowledge management adoption Service Governance, Security and Compliance Maintain and improve IT service management processes aligned to ITIL principles, including incident, request, problem, change, asset and knowledge management Ensure services operate in line with security, patching, compliance, audit and policy requirements, escalating risks and gaps where appropriate Support service reviews, audit activity, operational risk management and policy compliance across support services Supplier, Commercial and Service Transition Support Manage third-party service providers and support partners to ensure performance, value for money, contractual compliance and effective escalation management Contribute to budget planning and cost control for operational services including hardware, licensing, support contracts and improvement activity Support business change by ensuring operational readiness, service transition, documentation and handover arrangements are in place for new or changed services Person Specification Essential Significant experience in IT service delivery, service operations or IT support management within a multi-site environment Proven experience leading service desk, field services, end-user computing or similar operational support team Demonstrable people management experience, including performance management, coaching, team development and workload planning Strong working knowledge of ITIL-based service management practices including incident, request, problem, change, asset and knowledge management Experience managing major incidents, service escalations, operational risk and service performance reporting Experience driving service improvement using metrics, trend analysis, root cause investigation and customer feedback Experience working with third-party suppliers or managed service providers, including service reviews and performance management Strong stakeholder engagement, communication and influencing skills Strong analytical, organisational and problem-solving capability Ability to prioritise effectively in a demanding operational environment Good understanding of information security, data protection, asset management and operational controls Desirable ITIL certification or equivalent service management qualification Experience of budget management, cost control, procurement or licence and asset oversight Experience supporting service transition, operational readiness or implementation of new technologies and services Relevant management, leadership or technical qualifications This job description is intended to give the post holder an appreciation of the role envisaged for the End User Services Manager. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals. Our Commitment to you: At GRAHAM, we are proud to say that we are a committed Equal Opportunities Employer and we aim to be the first choice for people from all backgrounds. We seek to promote respect for the individual and equality of opportunities. We believe that everyone should be treated solely on the basis of personal merit and contribution throughout their GRAHAM career journey and not on the value of artificial barriers, prejudices, or preferences. If you require any adjustments or accommodations during the application or interview process, please let us know. We welcome applicants from all backgrounds. We are dedicated to making our policies and guidance accessible to all applicants and employees. If you need this document in an alternative format, such as large print, audio, or braille, please contact us at: Email: [email protected] Phone: As a Disability Confident Employer, we guarantee an interview to disabled applicants who meet the minimum essential criteria for the role. If you would like to apply through the Disability Confident Interview Scheme, please contact Louise Hunter, Resourcing Manager, at: Email: [email protected] Phone: We are only able to consider applications from individuals who are eligible to live and work in the UK, as per Home Office regulations. Please check your eligibility with the regulations before applying. Individuals with a current time restricted right to work in the UK, should contact the Human Resources team in the first instance. A basic disclosure may be requested if security clearance is required by 3rd party clients and a criminal record will not necessarily be a bar to obtaining a position. Our Access NI/Vetting and Barring Scheme Policy and Policy on the Recruitment of Ex-Offenders is available upon request. GRAHAM reserves the right to carry out checks to ensure the validity of an applicant's experience and/or qualifications and we expect all applicants to comply with any such requests for information. Failure to do so or evidence of any falsification of information will lead to either removal from the recruitment process or if already in employment potential termination of contract through the company disciplinary procedure. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application below.
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