Service Delivery Executive/Manager

Service Delivery Executive / Manager

Role Summary

We are seeking an experienced Service Delivery Manager to lead our End User Computing (EUC) function. This role owns the end-to-end delivery of desktop engineering and support services, ensuring high availability, quality, and consistency of service across the organization. The successful candidate will manage a team of Ops Leads and engineers, drive operational governance, and act as the primary point of contact for stakeholders on all EUC service matters.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management
• Monitor and manage SLAs, KPIs, and service quality metrics across the team
• Drive continuous improvement initiatives to enhance service efficiency and user experience
• Oversee incident and escalation management, ensuring timely resolution of high-priority issues

People Management

• Manage, coach, and develop a teamof EUC engineers
• Conduct performance reviews,manage performance improvement plans, and support career development
• Build a strong team culture centered on ownership, responsiveness, and service excellence
• Manage workforce planning, including timesheet approval, leave coordination, and resource allocation

Stakeholder & Relationship Management

• Serve as the primary escalation point and relationship owner for business stakeholders
• Communicate service performance,risks, and improvement plans to leadership and stakeholders
• Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)
• Handle sensitive or difficult conversations with professionalism and clarity

Governance & Reporting

• Maintain service delivery governance frameworks, including KPI tracking and scorecards
• Prepare and present regular service reviews and reports to leadership
• Ensure compliance with IT policies, security standards, and audit requirements
• Manage asset and CMDB accuracy across the device fleet

Requirements

• 4+ years in IT service delivery, desktop engineering, or EUC leadership roles
• Proven experience managing teams(direct or matrixed) in a support/operations environment
• Track record of managing SLAs, KPIs, and service governance frameworks
• Experience handling performance management, including difficult conversations and PIP processes
• Familiarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platforms
• Working knowledge of ITSM platforms (ServiceNow)
• Understanding of asset/lifecycle management and CMDB practices
• General awareness of device security, patching, and compliance standards
• Strong communication skills, with the ability to navigate difficult conversations confidently
• Demonstrated stakeholder and people management capability
• Ability to articulate and execute clear operational plans
• Analytical mindset with strong attention to detail in reporting and governance
• Comfortable operating in a fast-paced, service-driven environment