Role Description
Job Role : Service Delivery Manager, End User Services (Chennai, India) Role Overview :
The Service Delivery Manager – End User Services (EUS) will be responsible for the end-to-end delivery, governance, performance, and continuous improvement of Digital Workplace and End User Computing services.
The role will act as the primary interface between the client, delivery teams, technology teams, and third-party providers, ensuring services are delivered in line with agreed SLAs, XLAs, security requirements, and business expectations.
The successful candidate should have robust service delivery leadership experience combined with a solid understanding of modern endpoint management, Digital Employee Experience (DEX), device lifecycle management, and workplace technologies including Microsoft Intune, Nexthink, SysTrack, Microsoft 365, Entra ID, Windows, Autopilot, SCCM/MECM, and related EUC platforms.
Key Roles And Responsibilities
Service Delivery & Operations Management
Own the end-to-end delivery of End User Services, ensuring services meet agreed SLAs, KPIs,
XLAs, contractual commitments, and customer expectations.
Manage operational performance across Service Desk, Desktop Support, Endpoint Management, Digital Workplace, VDI and associated EUS services.
Conduct daily operational reviews and regular weekly/monthly service reviews with delivery teams and client stakeholders.
Monitor incidents, service requests, problems, changes and major incidents affecting end-user services and drive timely resolution.
Ensure effective Major Incident Management for high-impact workplace issues and coordinate technical teams, vendors and business stakeholders.
Review service performance trends and proactively identify risks, recurring issues and improvement opportunities.
Own service improvement plans for areas where performance falls below agreed targets.
Ensure appropriate operational documentation, SOPs, knowledge articles and support processes are maintained
📌 Service Delivery Manager – End User Services (Chennai)
🏢 UST
📍 Chennai