Service Delivery Manager with EUC Background

Overview

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
• 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