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 Responsibilities

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

Bachelors 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