Service Delivery Manager with EUC Background

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