EUC Service Delivery Manager

Established in 1982, Bytes has grown rapidly and now employs over 800+ people across 6 locations in the UK and Ireland. Our turnover in Financial Year 2024 was in excess of £2bn. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

• Over 800 staff (plans to double in size over the next 5 years)
• Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, Manchester, Port Solent and Dublin.
• Winners of an array of industry awards
• Sunday Times Top 100 Best Places to Work
• Excellent training and career prospects offered
• Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
• Supporters of 85+ charities with strong commitment to diversity and sustainability

We are seeking a Head of End User Experience to join our organisation as we modernise our operating model and strengthen our digital workplace. This senior role focuses on delivering a seamless, high-quality technology experience for all employees, covering end user devices, support services, and the introduction of new digital tools. It is pivotal in enabling our next phase of growth, ensuring the workforce remains productive, engaged, and fully supported by reliable, innovative technology services.

This role ensures all employee-facing technology platforms are secure, efficient and user-focused embedding robust quality assurance (QA) and testing practices to guarantee high standards in any internally developed solutions.

In this leadership position, you will drive user-centric service design and continuous improvement across all IT touchpoints for end users. Acting as the bridge between the IT function, technology delivery teams, and the wider business, you will ensure that device support, user support processes, and internally developed solutions (like AI agents and custom applications) are aligned to business needs and modern best practices.

You will champion end user feedback loops and quality assurance, making certain that our technology initiatives translate into positive, frictionless daily experiences for our people.

• Strategic Leadership:Define and drive the end user technology strategy (devices, support services, and user-facing applications) aligned with broader organisational objectives. Champion innovation in end user technologies and continuously modernise the employee digital workplace.
• End User Device Management:Oversee the lifecycle and support of all end user devices and platforms (laptops, mobile phones, peripherals, collaboration tools), ensuring effective support operations and compliance with security and operational standards.
• Quality Assurance of Services:Establish and enforce robust QA and testing processes for internally developed services (e.g. AI agents, pro-code applications). Ensure each new service is rigorously tested (functional, performance, security) and meets high reliability standards before and after launch.
• Introduction of New Technologies:Lead the smooth rollout of new end-user-facing technologies by coordinating user training, change management, and post-launch support. Ensure employees are prepared for and adopt new tools and systems with minimal disruption.
• User Feedback & Continuous Improvement:Act as the voice of the end user, gathering feedback and satisfaction data to drive continuous improvements in services. Ensure user needs and feedback are central to service design decisions and ongoing enhancements.
• Team Leadership:Build and mentor a high-performing End User Experience team (spanning support and QA functions). Foster a culture of customer service excellence, quality, and innovation, and develop the team’s capabilities through coaching and training.
• Cross-Functional Collaboration:Work closely with colleagues in Architecture, Security, Infrastructure, and business units to ensure end-user services align with the overall operating model and technology strategy of Bytes. Guarantee that changes in systems and processes enhance how employees work, rather than disrupt it.

• Quality Focus:Deep understanding of software testing and QA methodologies (including test automation and CI/CD practices) to ensure new solutions are delivered to high standards.
• Create processes to maintain high-quality EUC Service Desk services consistently.
• Manage and develop team members ensuring both organisational and personal objectives are met
• Manage staff levels to ensure that the EUC Service Desk can meet business…