Overview

Service Delivery Manager with EUC Background

Must Have Experience

- Computer Graduate with minimum of 8 to 10 plus years of experience in EUC and desktop support
- High quality organizational, High quality communication and customer management skills.
- Ability to effectively multi-task and priorities.
- High energy levels, commitment, and drive.
- Ability to deal with internal and customer escalations, service issues and complaints.
- Ability to drive performance in individuals and teams.

Responsibilities

- EUC SME reporting to the ICS Lead responsible for delivering end user services and support devices used by end users for the client
- Act as a backup resource for Windows Lead providing support for Windows / VMWare / Active Directory
- SOE image build, modify and rollout as required
- Security patching for Desktops/Laptops using Microsoft tools
- Ensure all desktops and Laptops are protected with Antivirus
- Application packaging using SCCM or equivalent tools and rollout of packages
- Provide desktop support services to users from corporate offices and offshore based TechM team
- The role is full time and placed at Customer location,



work closely with internal and external key stakeholders including Data center support teams, BPO support team and Application support teams
- Excellent verbal and written communication skills – mandatory – Interaction is required at senior business level and internal delivery teams.
- Excellent confidence level and good attitude – mandatory - Interaction is required at senior business level and internally delivery teams.
- Should be customer facing and have a friendly personality.
- KRA - Zero Escalation, Zero Surprise and Negotiator with the Customer
- Preferred ITIL and Six Sigma background
- Proactive management of the team members and ticketing queues to ensure SLA achievement for Incidents, Requests and Problems.
- Manage internal team escalations to ensure there are no blockers to delivering outstanding customer service.
- Delivering successful Continual Service Improvement program driven through proactive service ideas.
- Work closely with the Service Delivery Manager in all aspects of the managed services delivered for the client

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📌 Service Delivery Manager with EUC Background (Newcastle)
🏢 Pyramid Global Technologies
📍 Newcastle