Service Delivery Lead

Responsible for coordinating and improving the day-to-day delivery of EUC support services. This role ensures incidents, requests, and service performance are managed effectively, that support teams meet agreed SLAs/OLA targets, and that customer-facing communication and continuous service improvement are embedded across the EUC support function.

• Own end-to-end service delivery performance for EUC support (incidents, service requests, and fulfillment).
• Ensure SLA/OLA adherence by monitoring queues, prioritization, and resolution progress daily/weekly.
• Coordinate ticket triage, categorization, and routing to the right support groups or vendors.
• Drive first-time resolution and quality improvements through knowledge base usage and support coaching.
• Lead major incident response coordination for EUC issues, including stakeholder updates.
• Manage escalation paths and ensure timely escalation to L2/L3 teams, infrastructure teams, or suppliers.
• Oversee workstation lifecycle support coverage (new user setup, hardware refresh, imaging, deployment coordination).
• Ensure service documentation is maintained (runbooks, support procedures, escalation matrices.
• Track recurring issues and implement root cause analysis with action plans and follow-up verification.
• Plan and manage capacity and coverage for support peaks (shift coverage, staffing, backlog health).
• Coordinate changes affecting EUC services (patching windows, endpoint changes, software releases) and validate readiness.