User experience manager Work, Jobs in Newtownabbey, Ant (with Salaries)

End User Services Manager - Hillsborough, Northern Ireland
GRAHAM Group —Hillsborough
- Hybrid work
- Management
- Analysis skills
- Travel
- Annual leave
8d
Partner Liaison Assistant
Fieldfisher —Belfast
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Organisational skills
- Work from home
10d
Support Worker
Priory Group —Newtownabbey
- Full-time
- Care plans
- Communication skills
- Referral programme
Social Worker - Thompson House
Presbyterian Church in Ireland —Belfast
- £36,363 - £40,777 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Annual leave
- Bereavement leave
Quick apply
Positive Behavior Support Lead | 39 hours | Lisburn PBS
Praxis Care —Lisburn
- £29,243.76 - £37,112.40 a year
- Full-time
- Master's degree
- Supervising experience
- Driving
- Annual leave
- Employee discount
Quick apply
2d
Senior Business Analyst
Pilger Client Operations Group —Bangor
- £3,900 - £4,600 a month
- Full-time
- Microsoft Excel
- Data analysis skills
- English
- Free parking
Quick apply
10d
Head of Digital Delivery Service
Education Authority —Belfast
- £70,626 - £73,955 a year
- Weekend availability
- Bachelor's degree
- Leadership
- Communication skills
8d
Showroom Manager
Charles Hurst —Belfast
- £30,000 - £35,000 a year
- Annual leave
Quick apply
Quality Assurance Analyst
Enthalpie Energy and Engineering Solutions Ltd —Belfast
- £2,700 - £3,000 a month
- Full-time
- Microsoft Excel
- Analysis skills
- Continuous improvement
Quick apply
13d
Multi-Function Admin and Cargo Warehouse Agent Belfast International Airport
Swissport International AG —Belfast
- £13.55 an hour
- Weekend availability
- English
- Driving
- Travel
- Free parking
- Employee assistance programme
5h
Senior Service Advisor
Charles Hurst —Belfast
- £32,000 a year
- Full-time
- Communication skills
- Annual leave
Quick apply
14d
Facilities Supervisor
The Odyssey Trust —Queens Quay
- Full-time
- Microsoft Office
- Communication skills
- Free parking
- Store discount
7d
Site Administrator / Document Controller - South West England
GRAHAM Group —Hillsborough
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
2d
Senior Conflicts and Innovation Lawyer
Fieldfisher —Belfast
- Full-time
- AI
- Communication skills
- Work from home
Talent Planning Policy Advisory Manager
Citi —Belfast
- Full-time
- Hybrid work
- Microsoft Excel
- Microsoft Office
- Master's degree
- Employee assistance programme
- Employee discount
16h
HR Business Partner
RLC Langford —Crumlin
- £40,000 - £44,000 a year
- Full-time
- Management
- Continuous improvement
- Human resources
Quick apply
10d
Senior / Principal Civil 3D Modeller
AECOM —Belfast
- Full-time
- Hybrid work
- AutoCAD
- Civil engineering
- Engineering
Joiner / Building Fabrication
ABM —Belfast
- Weekend availability
- Customer service
- Maintenance
- Driving
Joiner / Building Fabrication
ABM UK —Belfast
- Weekend availability
- Customer service
- Maintenance
- Driving
Quick apply
Digital Product Manager - Cybersecurity, Controls & Compliance (hybrid/remote)
Allstate —Belfast
- Hybrid work
- Azure
- AWS
- Presentation skills
- Employee assistance programme
8d

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End User Services Manager - Hillsborough, Northern Ireland

GRAHAM Group -
Hillsborough

Apply Now

Job details

Permanent
8 days ago

Benefits

Annual leave
Company pension

Qualifications

ITIL Certification
Management
Procurement
Cost control
Performance management
Information security
Analysis skills
ITIL
IT
Communication skills

Full job description

About The Role

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: 07384 916355

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: 07384 916355

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.

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Refine Your Search

user experience manager jobs in newtownabbey, ant

End User Services Manager - Hillsborough, Northern Ireland

Partner Liaison Assistant

Support Worker

Social Worker - Thompson House

Positive Behavior Support Lead | 39 hours | Lisburn PBS

Senior Business Analyst

Head of Digital Delivery Service

Showroom Manager

Quality Assurance Analyst

Multi-Function Admin and Cargo Warehouse Agent Belfast International Airport

Senior Service Advisor

Facilities Supervisor

Site Administrator / Document Controller - South West England

Senior Conflicts and Innovation Lawyer

Talent Planning Policy Advisory Manager

HR Business Partner

Senior / Principal Civil 3D Modeller

Joiner / Building Fabrication

Joiner / Building Fabrication

Digital Product Manager - Cybersecurity, Controls & Compliance (hybrid/remote)

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