# GM / DGM – Managed End-User Services (MES)
• Job

Location:
*
* Bangalore, India
•

Experience:
*
* 12–18 Years
• Compensation:*
* ₹25–40 LPA(864)
• Notice Period:*
* Up to 60 Days
• Shift:*
* Must be open to rotational shifts when required ## Role Overview We are seeking an experienced Managed End-User Services (MES) Delivery Leader to oversee end-to-end service delivery across End-User Computing (EUC), managed desktops, endpoint management, and DaaS/VDI environments. The role requires strong operational leadership, technical understanding, client relationship management, and a focus on enhancing end-user experience through Experience-Level Agreements (XLAs), automation, and service excellence. ##

Key Responsibilities
1. Service Delivery & Operations
• Lead multi-client service delivery across EUC, managed endpoint services, and DaaS/VDI environments.
• Ensure service quality, operational efficiency, and adherence to contractual SLAs and XLAs.
• Drive continuous improvement, operational governance, and risk mitigation. 2. End-User Experience & XLA Management
• Drive the transition from traditional SLA-based delivery to experience-driven service management.
• Monitor end-user productivity indicators, login times, application latency, and device performance.
• Use user experience metrics and endpoint telemetry to identify and resolve recurring issues. 3. Automation & Operational Excellence
• Leverage AIOps platforms, analytics, and automated ticket remediation to improve proactive issue resolution.
• Drive service desk automation, incident reduction, and productivity improvements.




• Promote standardisation and continuous service improvement across delivery operations. 4. Client Management & Governance
• Act as a senior escalation point for enterprise clients across India and the US.
• Lead service reviews, governance meetings, and performance reporting.
• Collaborate with account management teams to identify service expansion and growth opportunities. 5. People Leadership
• Lead delivery managers, technical leads, and service desk operations teams.
• Manage a delivery organisation spanning 50+ personnel.
• Build a performance-driven culture focused on accountability, client satisfaction, and operational excellence. ## Must-Have Skills & Experience
• 12–18 years of overall experience in IT service delivery, managed services, EUC, or related service operations.
• Strong understanding of EUC architecture, including:
• Virtual Desktop Infrastructure (VDI) and Desktop as a Service (DaaS)
• Managed desktops and endpoint management
• Patching and software distribution
• Image management and endpoint security
• Proven experience managing enterprise environments with 25,000+ endpoints.
• Solid understanding of ITSM processes and ITIL v4 frameworks.




• Experience managing service delivery against strict SLAs and XLAs.
• Demonstrated client governance, escalation management, and stakeholder engagement skills.
• Experience leading large delivery teams, including delivery managers and technical leads.
• Stable employment history, with 3+ years in an organisation as the stated requirement.
• Willingness to work rotational shifts when required. ## Nice-to-Have Skills
• Hands-on exposure to AIOps platforms and automated ticket remediation tools.
• Experience with endpoint telemetry, digital employee experience (DEX) analytics, and user productivity scorecards.
• Experience improving proactive incident resolution and reducing recurring service issues.
• Exposure to service transformation, process automation, and operational maturity initiatives.
• Experience supporting enterprise clients across multiple geographies, particularly India and the US.
• Experience identifying opportunities for service expansion and working with account management teams. ## Ideal Candidate Profile A senior delivery professional who combines strong EUC domain knowledge with enterprise-scale managed services leadership, client-facing governance, automation-led operational improvement, and the ability to manage large teams and complex endpoint environments. ## Interview Process
• HR Head Screening
• COO Round
• CEO Round

Skills:
vdi,itil v4 frameworks,image management,endpoint security,it service delivery,itsm processes,software distribution,managed services,patching,euc architecture,euc,slas and xlas,daas,endpoint management

📌 GM / DGM – Managed End-User Services (MES) (Bengaluru)
🏢 Umanist NA
📍 Bengaluru