Service Delivery Manager, Service Desk & End User Experience

About The Role

As a Service Delivery Manager, Service Desk & End User Experience, you will lead global end user technology services across Service Desk, Desktop Support, Nexthink, ServiceNow, and AI-enabled support capabilities, including Now Assist. You will own service performance, operational governance, vendor outcomes, and continual improvement across a hybrid workplace environment. Partner with business leaders, Infrastructure, Security, Applications, and service providers to deliver reliable, proactive, secure, and user-focused digital workplace services. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Engagement Delivery Lead.

Responsibilities

• Lead global Service Desk, Desktop Support, Nexthink, and AI-enabled end user support operations.
• Manage rotational and 24x7 support coverage, shift handovers, escalations, resource planning, and operational continuity.
• Monitor service health through Nexthink, ServiceNow, AI dashboards, service reports, and KPIs to identify trends, recurring issues, service risks, and improvement opportunities.
• Oversee Incident, Request, Problem, and Change Management processes, ensuring timely resolution, governance compliance, and minimal business disruption.
• Drive continual service improvement through analytics, automation, knowledge management, KCS practices, and digital employee experience insights.
• Partner with Infrastructure, Security, Applications, and vendor teams to resolve complex issues, improve service delivery, and support digital workplace transformation.
• Lead service reviews with business stakeholders and senior leaders, communicating service performance, risks, priorities, and improvement plans.
• Manage vendor performance, contractual commitments, escalations, and delivery outcomes.
• Track and report service metrics including SLA attainment, MTTR, First Contact Resolution, ticket backlog, user satisfaction, and improvement results.
• Ensure end user operations follow information security, compliance, endpoint management, access control, standard device image, and secure support requirements.
• Support the rollout and adoption of new digital workplace tools through pilots, user communications, training, and change-management activities.

Requirements

• 10+ years in IT Service Management, Digital Workplace, End User Computing, Service Desk, Desktop Support, or related enterprise technology operations.
• 5+ years of experience leading service delivery, support operations, managed services, or workplace technology teams.
• Experience managing Service Desk, Desktop Support, End User Services, or Digital Workplace operations in a large, global enterprise environment.
• Strong knowledge of Incident, Request, Problem, and Change Management processes and ITIL-based service operations.
• Demonstrated success managing SLAs, KPIs, service reviews, operational governance, vendor performance, and continual service improvement plans.
• Experience with Nexthink, Now Assist, Digital Employee Experience platforms, endpoint analytics tools, or similar technologies.
• Proficiency with ServiceNow or another ITSM platform.
• Experience leading rotational, follow-the-sun, or 24x7 support operations.
• Strong stakeholder and vendor management skills, including the ability to communicate effectively with technical teams and senior leaders.
• Ability to use operational data to identify risks, improve user experience, and deliver measurable service improvements.

Qualifications

• Background in AI-enabled service management, automation, self-service, or digital workplace transformation.
• Experience with Knowledge-Centered Service, knowledge management, and support documentation.
• Proficiency building dashboards or reports using Power BI, Nexthink, ServiceNow, or similar tools.
• ITIL Foundation, Nexthink, ServiceNow, or comparable Digital Employee Experience certification.