What Youll Be Doing (Position Summary):

The Front-Office INFRA OPS will deliver a consistent and secure end-user experience through governance of end-user computing (EUC), identity and access management (IAM), and device lifecycle services. Ensure productivity, security, and user-facing technology satisfaction through well-integrated MSP support and modern workplace enablement.

This role will work in a global, evolving environment where strong execution, collaboration, and continuous improvement are essential to delivering high-quality outcomes.

Work Environment:

At Brinks, we enable a work environment that supports both performance and flexibility. Work arrangements, including on-site and hybrid options, will be discussed during the interview process based on role requirements and business needs.

How Youll Succeed (Roles & Responsibilities)

Success in this role requires both strong execution and the ability to operate effectively in a global, evolving environment. You will:

Service Vision & Roadmap:

- Ensure and implement service vision, standards, and roadmap for end-user services (e.g., deskside support, devices, VDI, M365/G-Suite endpoints, printing, handheld devices, label printers) and identity services (directory, SSO, MFA, lifecycle).
- Oversee governance of end-user support, device provisioning, and asset management processes.
- Collaborate with retained IT architecture, security, and application owners to align with enterprise standards.
- Deliver high-quality work aligned to defined standards, timelines, and service expectations.
- Collaborate with stakeholders across regions and functions to execute priorities effectively.
- Coach, guide, or influence team members and partners to build capability, improve execution, and reinforce a service-oriented culture.

Performance Governance

- Govern MSP partner performance on user-facing SLAs (response, resolution, device build times, onboarding) and experience measures (e.g., NPS).
- Define and track KPIs for user experience, incident resolution, and device reliability.
- Coordinate with the MSP and Service Desk for escalation and resolution of complex EUC issues.
- Monitor and enforce adherence to service standards and continuous improvement plans.

Identity & Access Management:

- Define and enforce joiner-mover-leaver and privileged access processes in collaboration with security, HR,



and MSP partners.
- Ensure IAM frameworks and access controls are implemented and maintained in collaboration with Security and HR systems.

Digital Workplace Innovation:

- Provide input and drive modernization of the end-user environment, digital workplace innovation initiatives, including automation, self-service, knowledge management, and endpoint security enhancements.
- Partner with retained IT architecture, security, and application owners, and MSP partners to drive improvements. Identify opportunities for process improvement and contribute to continuous improvement initiatives.

Experience:

- 5-10+ years in end-user services, identity management, Intune, Knowledge of M365 or relevant experience with demonstrated ownership of processes, services, projects, platforms, or stakeholder outcomes.
- Experience operating in a global, matrixed, or process-driven workplace.
- Oversight of global or regional EUC operations.
- Strong ITIL and ITSM and customer service orientation; able to interpret operational metrics and experience indicators.
- Knowledge of identity and access management delivery technologies and policies (SSO, MFA, RBAC, provisioning).
- Change management and communication skills to drive adoption of new tools and ways of working with MSP partner based on Retained IT Infra roadmap(s).
- Led outsourced or hybrid service desk / EUC functions with measurable improvements in stability and user satisfaction.
- Experience in implementing, running or enhancing IAM processes and device governance standards and tools in a regulated or security-sensitive environment.
- Broad technical understanding of end-user platforms, identity solutions, and integration patterns (on-prem and cloud).
- Strong process design and governance capability (ITSM, configuration, monitoring, compliance).
- Vendor management, negotiation, and relationship skills in large-scale IT outsourcing.




- Stakeholder management and executive communication; ability to translate technology risk and performance into business terms.
- Familiarity with automation, self-service, and knowledge management tools.
- Strong analytical and financial acumen for cost optimization and service performance.

Who You Are (Skills / Qualifications):

Must Have Skills:

- End-user computing governance
- IAM and access controls
- Customer experience focus
- MSP relationship management
- Device lifecycle management
- Communication and collaboration skills
- Strong analytical thinking and problem-solving capability.
- Clear written and verbal communication with the ability to tailor messages to different audiences.
- Strong collaboration skills and ability to work across functions, regions, and time zones.
- Strong collaboration skills and ability to work effectively across functions, regions, and time zones.
- High attention to detail with a strong quality, compliance, and control mindset.
- Ability to manage multiple priorities, follow through on commitments, and operate in a fast-paced transformation environment.

Good to Have Skills:

- Experience working in shared services, GBS, captive, MSP, or outsourced delivery model.
- Exposure to global transformation, operating model change, transition, or service modernization initiatives.
- Process improvement experience, including Lean, Six Sigma, automation, or continuous improvement methods.
- Experience creating executive-ready materials, dashboards, process documentation, or stakeholder updates.

What Brinks Offers:

At Brinks, your goals are a priority. We build on your strengths and ambitions to create opportunities that help you grow and succeed professionally.

- Competitive compensation and performance-based incentives
- Comprehensive benefits and wellbeing support programs
- Opportunities for career progression and continuous learning
- Exposure to global teams and large-scale transformation initiatives
- A collaborative work environment that values inclusion, ownership, and innovation

Privacy:

By proceeding with the creation of a profile and submitting an application in response to this job posting, you acknowledge and agree that your personal data will be collected, used, retained, and disclosed by Brinks and its affiliates as described in the Candidate Privacy Statement.

📌 Front-office INFRA OPS (Hyderabad)
🏢 Brinks GSS, India
📍 Hyderabad