Track Lead - Program & Project Management

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: Project Management, DMO Frameworks, Operations Management, Problem-Solving, Analytical Skills, Leadership, Team Management, Client Relationship Management, Service Level Agreements, PMP, CSM

Job Summary
Operations Manager – Digital Workplace Services (End User Computing)
Role Type: Client Facing | 5 days WFO
________________________________________
Role Overview
The Operations Manager – Digital Workplace Services is accountable for end to end operational delivery and governance of Digital Workplace / End User Computing (EUC) services for a single enterprise client account.
The role serves as the primary client operations interface, ensuring delivery of a secure, compliant, high quality, and scalable end user experience while meeting contractual SLAs, KPIs, and CSAT targets.
________________________________________
Service Scope
• End user devices: desktops/ laptops, mobile devices, tabs, BYOD, POS , Printers etc.
• Endpoint and device management platforms (Windows, Mac, JAMF, iOS, Android)
• EUC engineering & lifecycle services: imaging, provisioning, OS upgrades, evergreen
• Supporting workplace services within Digital Workplace scope
________________________________________
Key Responsibilities
Client Facing Operations Leadership
• Act as single point of accountability for Digital Workplace operations for the assigned client.
• Lead operational cadence, service reviews, escalations, and governance forums.
• Represent operations in QBRs and executive stakeholder discussions.
Service Performance & SLA Ownership
• Own and drive SLA/KPI performance across Incident, Request, Change, and EUC services.
• Proactively manage operational risks, backlog health,



and recurring issues.
• Ensure sustained CSAT / NPS performance through experience led improvements.
ITIL Aligned Operations Management
• Oversee Incident, Problem, and Change Management execution.
• Lead major incident coordination, client communication, and post incident reviews.
• Drive problem management and root cause elimination.
EUC Engineering & Lifecycle Governance
• Govern EUC lifecycle activities including device readiness, imaging quality, and OS evergreen programs.
• Ensure alignment between engineering changes and operational stability.
• Coordinate with EUC engineering, security, and platform teams.
Vendor & Partner Management
• Manage vendor performance against SLAs and operational commitments.
• Lead vendor reviews, corrective actions, and compliance tracking.
Continuous Improvement & Automation
• Drive automation, self service, and shift left initiatives to improve speed and reduce ticket volumes.
• Own the continuous service improvement (CSI) backlog for the account.
Reporting & Transparency
• Deliver service health dashboards, operational reports, and executive summaries.
• Provide transparency on service performance, risks, and improvement initiatives.
________________________________________
Key Deliverables
• SLA/KPI scorecards and service performance reports
• Major incident and problem review outputs
• QBR and governance deck inputs




• Vendor performance and compliance reports
• Continuous improvement and automation roadmap
________________________________________
Required Experience & Skills
Experience
• Proven experience in Digital Workplace / End User Computing operations for enterprise clients.
• Strong client facing operations or service delivery leadership on a single large account.
• ExperienKey Responsibilities
1. Enhance Operational Systems By Implementing Project Management Methodologies And Tools To Improve Management Reporting And Streamline Information Flow Across Teams.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service That Meets Or Exceeds Client Expectations, Utilizing Dmo Principles For Optimal Outcomes.
3. Lead And Mentor Project Teams By Facilitating Transparent Communication Of Goals And Expectations, Fostering A Culture Of Accountability And High Performance.
4. Drive Innovation By Identifying Opportunities For Process Development And Implementing Best Practices That Contribute To Overall Organizational Progress.
5. Provide Tailored Solutions That Align With Customer Needs And Organizational Capabilities, Leveraging Project Management Expertise To Achieve Business Results.
Skill Requirements
1. Proficient In Project Management Methodologies And Tools, Including Dmo Frameworks.
2. Robust Understanding Of Operations Management And Continuous Improvement Principles.
3. Excellent Problem-Solving And Analytical Skills.
4. Effective Leadership And Team Management Abilities.
5. Familiarity With Client Relationship Management And Service Level Agreements.
Other Requirements
1. Optional But Valuable Certifications: Pmp (Project Management Professional), Csm (Certified Scrummaster)

📌 Track Lead Program & Project Management (Noida)
🏢 HCL Technologies
📍 Noida