Job Description:
Experience of working on a Global Account,(30k user base) managing Global Teams, through Matrix Management environment, we would like to hear from Candidates that have strong experience in End User Computing Management and Strong Stakeholder Partnership.
Responsibilities:Manage contracted services and SLA's related to all the EUC team especially with Deskside Support and AVD OperationsContracted promises made to clients are delivered on-time within budget.Build relation and proactively engage with clients to address problems and identify opportunities for increasing client satisfaction.Manage delivery teams to performance management goals - Ensure efficient and effective operations.Manage a culture of continuous improvement by continually fine-tuning and updating systems and processes.Maintain and develop rigorous reporting systems and culture within the team and to the Executive TeamParticipate and drive Operation calls and reviews / weekly / monthly and strategic meeting as per the governance.Ensure team is clear about their role and responsibilities and have the necessary skills to perform their job effectively.Ensure service delivery is managed profitably and in-line with our business plan goals.Point of contact for all service delivery issues/ escalationsIdentify Skill gaps and plan for training / knowledge adaptation.Suggests new technologies and design changes.
Required Skillsets:Experience in Desktop EUC environment using Windows (7,10) and MacOSExperience in Troubleshooting and administering Office 365, SCCM Server/Client and AVD Operationsdministered the End User machines Vulnerability program and keep the EUC environment complaint with necessary patches and updatesct as people manager to a team of Desktop and Field service engineers, take the responsibility for the operational management of the teamProduce breach and other reports that are necessary for the daily operations
Work Experience and Personal profileTenacious and innovative problem solver, will own issues until full resolutionExcellent communication skills, both written and verbal with great attention to detailStrong rapport and relationship building skills with both internal departments and external customersStrong negotiation skills, a good level of business awareness and commercial acumen with solid understanding of financial terminologybility to create wow / delighter moments with customers* Strong organizational, time management and prioritization skillsble to take a creative approach to situations and problem solvingProfessional Services experience would be beneficialTechnical certifications ITIL certification/Prince 2 desirable
Key Competencies and skillsService ImprovementOwnership and LeadershipResults DrivenService Review GovernanceIT Standard, Compliancy and MethodologyRelationship-buildingTime ManagementPeople Management
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