Service Delivery Manager with EUC Background
Summary
Manages end-user computing (EUC) and desktop support for clients, including Windows/VMware/Active Directory, security patching, antivirus deployment, and application packaging. Acts as a backup for Windows support, resolves escalations, and ensures SLA compliance for incident/issue management while collaborating with internal/external teams.
Must Have Experience
• Computer Graduate with minimum of 8 to 10 plus years of experience in EUC and desktop support
• High quality organizational, High quality communication and customer management skills.
• Ability to effectively multi-task and priorities.
• High energy levels, commitment, and drive.
• Ability to deal with internal and customer escalations, service issues and complaints.
• Ability to drive performance in individuals and teams.
Responsibilities
EUC SME reporting to the ICS Lead responsible for delivering end user services and support devices used by end users for the client
Act as a backup resource for Windows Lead providing support for Windows / VMWare / Active Directory
Remote desktop support using Microsoft tools for providing desktop support
SOE image build, modify and rollout as required
Security patching for Desktops/Laptops using Microsoft tools
Ensure all desktops and Laptops are protected with Antivirus
Application packaging using SCCM or equivalent tools and rollout of packages
• Provide desktop support services to users from corporate offices and offshore based TechM team
• The role is full time and placed at Customer location, work closely with internal and external key
stakeholders including Data center support teams, BPO support team and Application support
teams
• Excellent verbal and written communication skills – mandatory – Interaction is required at senior
business level and internal delivery teams.
• Excellent confidence level and good attitude – mandatory - Interaction is required at senior
business level and internally delivery teams.
• Should be customer facing and have a friendly personality.
• KRA - Zero Escalation, Zero Surprise and Negotiator with the Customer
• Preferred ITIL and Six Sigma background
• Proactive management of the team members and ticketing queues to ensure SLA achievement for Incidents, Requests and Problems.
• Manage internal team escalations to ensure there are no blockers to delivering great customer service.
• Delivering successful Continual Service Improvement program driven through proactive service ideas.
• Work closely with the Service Delivery Manager in all aspects of the managed services delivered for the client