Job Summary
Job Description: EUC Operations Manager
Role Purpose
The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.
Key Service Scope
- Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
- Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
- Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations
Key Responsibilities – Service Delivery & Operations
- Own BAU operations across EUC towers ensuring SLA/SLO compliance
- Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
- Ensure platform stability, performance, availability, and security
- Lead Major Incident Management and RCA with preventive actions
- Ensure CMDB accuracy and operational readiness
- Manage vendors and OEM partners with performance reviews
Governance & Stakeholder Management
- Act as single point of contact for EUC services for client and internal leadership
- Lead weekly/monthly service reviews, QBRs, and governance forums
- Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
- Proactively manage risks, dependencies, and escalations
Client & Account Management
- Build trusted advisor relationship with client stakeholders
- Translate business expectations into service outcomes
- Support account growth through service excellence, innovation, and value creation
- Participate in audits, compliance reviews, and contract adherence
People Management & Capability Building
- Lead multi-tier L1/L2/L3 EUC teams
- Resource planning, onboarding, skill assessments, and succession planning
- Drive upskilling, cross-skilling, and certification plans
- Performance management, mentoring, and engagement
Automation, Transformation & Innovation
- Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
- Drive shift-left, self-service, and proactive monitoring
- Reduce manual effort and improve end-user experience through automation
Cost Optimization & Efficiency
- Drive license optimization, vendor cost control, and demand management
- Improve resource productivity and operational efficiency
- Support budget planning and forecast accuracy
Compliance, Security & Risk Management
- Ensure alignment with InfoSec, compliance, and regulatory requirements
- Support security incidents, audits, and vulnerability remediation
- Enforce standardization and security baselines
Required Experience & Skills
- 12–15+ years in EUC / Digital Workplace operations
- Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
- Proven experience in client-facing service delivery roles
- Strong leadership, communication, and stakeholder management skills
- ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred
Success Measures
- SLA adherence and service stability
- Client satisfaction and stakeholder trust
- Reduction in incidents and manual effort through automation
- Cost efficiency and productivity improvement
- Team capability maturity and retention
Key Responsibilities
Job Description: EUC Operations Manager
Role Purpose
The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.
Key Service Scope
- Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
- Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
- Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations
Key Responsibilities – Service Delivery & Operations
- Own BAU operations across EUC towers ensuring SLA/SLO compliance
- Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
- Ensure platform stability, performance, availability, and security
- Lead Major Incident Management and RCA with preventive actions
- Ensure CMDB accuracy and operational readiness
- Manage vendors and OEM partners with performance reviews
Governance & Stakeholder Management
- Act as single point of contact for EUC services for client and internal leadership
- Lead weekly/monthly service reviews, QBRs, and governance forums
- Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
- Proactively manage risks, dependencies, and escalations
Client & Account Management
- Build trusted advisor relationship with client stakeholders
- Translate business expectations into service outcomes
- Support account growth through service excellence, innovation, and value creation
- Participate in audits, compliance reviews, and contract adherence
People Management & Capability Building
- Lead multi-tier L1/L2/L3 EUC teams
- Resource planning, onboarding, skill assessments, and succession planning
- Drive upskilling, cross-skilling, and certification plans
- Performance management, mentoring, and engagement
Automation, Transformation & Innovation
- Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
- Drive shift-left, self-service, and proactive monitoring
- Reduce manual effort and improve end-user experience through automation
Cost Optimization & Efficiency
- Drive license optimization, vendor cost control, and demand management
- Improve resource productivity and operational efficiency
- Support budget planning and forecast accuracy
Compliance, Security & Risk Management
- Ensure alignment with InfoSec, compliance, and regulatory requirements
- Support security incidents, audits, and vulnerability remediation
- Enforce standardization and security baselines
Required Experience & Skills
- 12–15+ years in EUC / Digital Workplace operations
- Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
- Proven experience in client-facing service delivery roles
- Strong leadership, communication, and stakeholder management skills
- ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred
Success Measures
- SLA adherence and service stability
- Client satisfaction and stakeholder trust
- Reduction in incidents and manual effort through automation
- Cost efficiency and productivity improvement
- Team capability maturity and retention
Skill Requirements
Job Description: EUC Operations Manager
Role Purpose
The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.
Key Service Scope
- Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
- Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
- Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations
Key Responsibilities – Service Delivery & Operations
- Own BAU operations across EUC towers ensuring SLA/SLO compliance
- Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
- Ensure platform stability, performance, availability, and security
- Lead Major Incident Management and RCA with preventive actions
- Ensure CMDB accuracy and operational readiness
- Manage vendors and OEM partners with performance reviews
Governance & Stakeholder Management
- Act as single point of contact for EUC services for client and internal leadership
- Lead weekly/monthly service reviews, QBRs, and governance forums
- Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
- Proactively manage risks, dependencies, and escalations
Client & Account Management
- Build trusted advisor relationship with client stakeholders
- Translate business expectations into service outcomes
- Support account growth through service excellence, innovation, and value creation
- Participate in audits, compliance reviews, and contract adherence
People Management & Capability Building
- Lead multi-tier L1/L2/L3 EUC teams
- Resource planning, onboarding, skill assessments, and succession planning
- Drive upskilling, cross-skilling, and certification plans
- Performance management, mentoring, and engagement
Automation, Transformation & Innovation
- Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
- Drive shift-left, self-service, and proactive monitoring
- Reduce manual effort and improve end-user experience through automation
Cost Optimization & Efficiency
- Drive license optimization, vendor cost control, and demand management
- Improve resource productivity and operational efficiency
- Support budget planning and forecast accuracy
Compliance, Security & Risk Management
- Ensure alignment with InfoSec, compliance, and regulatory requirements
- Support security incidents, audits, and vulnerability remediation
- Enforce standardization and security baselines
Required Experience & Skills
- 12–15+ years in EUC / Digital Workplace operations
- Solid hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
- Proven experience in client-facing service delivery roles
- Strong leadership, communication, and stakeholder management skills
- ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred
Success Measures
- SLA adherence and service stability
- Client satisfaction and stakeholder trust
- Reduction in incidents and manual effort through automation
- Cost efficiency and productivity improvement
- Team capability maturity and retention
Must Have Skill
Project Management
Good to Have Skill
Other Requirements
Job Description: EUC Operations Manager
Role Purpose
The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.
Key Service Scope
- Workplace Engineering: End-user devices, OS lifecycle, Intune/Endpoint Management, VDI, application packaging, patching, security baselines, zero trust support
- Unified Messaging & Collaboration: Exchange Online, Outlook, M365 core services, SharePoint, OneDrive, Teams collaboration
- Unified Communications: Teams Voice, Direct Routing, Operator Connect, Audio/Video, conferencing, call quality, SBCs, telephony integrations
Key Responsibilities – Service Delivery & Operations
- Own BAU operations across EUC towers ensuring SLA/SLO compliance
- Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
- Ensure platform stability, performance, availability, and security
- Lead Major Incident Management and RCA with preventive actions
- Ensure CMDB accuracy and operational readiness
- Manage vendors and OEM partners with performance reviews
Governance & Stakeholder Management
- Act as single point of contact for EUC services for client and internal leadership
- Lead weekly/monthly service reviews, QBRs, and governance forums
- Provide data-driven reporting – SLA, CSAT, MTTR, availability, risk
- Proactively manage risks, dependencies, and escalations
Client & Account Management
- Build trusted advisor relationship with client stakeholders
- Translate business expectations into service outcomes
- Support account growth through service excellence, innovation, and value creation
- Participate in audits, compliance reviews, and contract adherence
People Management & Capability Building
- Lead multi-tier L1/L2/L3 EUC teams
- Resource planning, onboarding, skill assessments, and succession planning
- Drive upskilling, cross-skilling, and certification plans
- Performance management, mentoring, and engagement
Automation, Transformation & Innovation
- Identify automation opportunities across EUC operations (Power Platform, scripts, AI/GenAI)
- Drive shift-left, self-service, and proactive monitoring
- Reduce manual effort and improve end-user experience through automation
Cost Optimization & Efficiency
- Drive license optimization, vendor cost control, and demand management
- Improve resource productivity and operational efficiency
- Support budget planning and forecast accuracy
Compliance, Security & Risk Management
- Ensure alignment with InfoSec, compliance, and regulatory requirements
- Support security incidents, audits, and vulnerability remediation
- Enforce standardization and security baselines
Required Experience & Skills
- 12–15+ years in EUC / Digital Workplace operations
- Strong hands-on and governance experience with AD, Messaging-collab, Devic Mangemnet, Virtualization, and UC
- Proven experience in client-facing service delivery roles
- Strong leadership, communication, and stakeholder management skills
- ITIL, M365, Intune, Citrix or Cloud SAAS certifications preferred
Success Measures
- SLA adherence and service stability
- Client satisfaction and stakeholder trust
- Reduction in incidents and manual effort through automation
- Cost efficiency and productivity improvement
- Team capability maturity and retention
📌 Tower Lead (Support & Operations) (India)
🏢 HCLTech
📍 India