Service Delivery Manager-IT Infra (EUC)

The Service Delivery Manager is responsible for leading and managing end-to-end IT service delivery operations, with a strong focus on ITIL-aligned processes and End User Computing (EUC) services. The role ensures high-quality, efficient, and customer-centric IT services while driving continuous improvement, compliance, and operational excellence across distributed teams and complex environments.

Key Responsibilitie s

1. Service Delivery & Operations Management

· Own overall delivery of IT services across End User Computing landscape (Windows/Mac endpoints, mobility, collaboration tools, application packaging, patching, device lifecycle).

· Ensure adherence to ITIL best practices across Incident, Problem, Change, Asset, and Knowledge Management.

· Maintain service quality through monitoring SLAs, OLAs, KPIs, and customer satisfaction metrics.

· Ensure smooth execution of BAU operations and major operational events (releases, upgrades, transitions, migrations).

· Lead escalations and ensure timely closure with RCA and preventive action plans.

2. Stakeholder & Customer Management

· Serve as the single point of contact (SPOC) for senior business stakeholders, technology partners, and internal leadership.

· Facilitate governance meetings, service reviews, and executive-level reporting.

· Understand business needs and translate them into operational priorities and service improvements.

3. Team Leadership & Performance Management

· Manage and mentor cross-functional teams, including service desk, deskside support, EUC engineers, L2/L3 operations, and vendor teams.

· Drive talent development, succession planning, and team capability uplift.

· Enforce high performance, quality, and service culture across global teams.

4. End User Computing Expertise

· Oversee endpoint management platforms like MECM/SCCM, Intune, Autopilot, JAMF, MDM solutions.

· Guide teams on imaging, application packaging, patching, OS deployment, device security baselines, and device lifecycle refresh.

· Ensure adherence to compliance, cybersecurity, and enterprise architecture standards.

5. ITIL Governance & Process Excellence

· Implement and enhance ITIL processes driving operational consistency.

· Drive continual service improvement (CSI) through analytics, automation, and proactive problem management.

· Support audits, compliance checks, and risk assessments.

6. Project & Transition Management

· Lead service transitions, onboarding new services, technology rollouts, and EUC modernization initiatives.

· Work closely with PMO and architects on planning, readiness, and execution.

· Ensure documentation (SOPs, runbooks, SLAs) is complete and kept current.

Required Skills & Competencies

Technical Skills

· Deep hands-on understanding of EUC technologies:

o Microsoft Endpoint Manager (SCCM/MECM, Intune, Autopilot)

o Windows 10/11, macOS, M365, Active Directory, Group Policies

o VDI technologies (Citrix/VMware) – preferred

o MDM/MAM solutions, Collaboration tools (Teams, Outlook, SharePoint)

· Strong knowledge of ITIL framework, service operations, and governance.

· Experience with CMDB, ITSM tools (ServiceNow preferred).

Leadership & Behavioral Skills

· Strong communication (written & verbal), negotiation, and customer-facing skills.

· Ability to manage diverse global teams and vendors.

· Strategic thinker with an analytical and problem-solving mindset.

· High attention to detail, accountability, and ownership.

· Ability to operate under pressure and manage large-scale environments.

Experience Requirements

· 15+ years of overall IT experience, with a minimum of 8+ years in Service Delivery Management roles.

· Proven leadership in large, complex enterprise IT environments.

· Demonstrated expertise in End User Computing delivery and operational excellence.

· Experience handling global stakeholders and distributed support teams.

· Prior experience managing ITIL-based service operations and transformation programs.

Education & Certifications

· Bachelor’s degree in Computer Science, IT, Engineering, or equivalent.

· ITIL v3/v4 Foundation Certification (mandatory).

· ITIL Intermediate/Expert level certifications (preferred).

· Relevant technology certifications (Microsoft, ITSM, EUC tools) are an added advantage.

Soft Skills

· Customer-centric approach

· Strong ownership and accountability

· Team player and strong collaborator

· Continuous improvement mindset

· Proactive and self-driven