EUC Service Delivery Manager

Job Description

Zone Manager | Tata Consultancy Services

The Tone:
This is a full-time role at Tata Consultancy Services. Tata Consultancy Services is a global IT services, consulting, and business solutions organization, employing over 723,770 professionals worldwide. This role is critical for ensuring seamless end-user computing (EUC) service delivery and operational excellence across an assigned zone, directly impacting business productivity and satisfaction. The Zone Manager will be the single point of accountability for EUC operations, driving performance and continuous improvement.

The TL;DR
• Role: Full Time
• Type: Full-time
• Pay: $90000–$115000 yearly
• Mission: Own and ensure end-to-end End User Computing (EUC) service delivery and operational excellence for an assigned zone.

What You’ll Actually Do
• Service Delivery Ownership: Own and ensure end-to-end EUC service delivery within the assigned zone, providing consistent support for end-user devices, peripherals, and workplace services.
• Operations and Vendor Management: Manage and coordinate field technicians, site support teams, and vendors to ensure adequate coverage, timely resolution of issues, and compliance with service level agreements.
• Incident and Problem Resolution: Lead the resolution of P1/P2 incident escalations, prioritize work for critical and business-impacting issues, and drive problem management, root cause analysis, and preventive actions.
• Operational Governance and Reporting: Conduct regular operational governance, including service reviews, performance tracking, and compliance audits, while providing consistent operational reports, dashboards, and executive updates.
• Continuous Improvement and Collaboration: Identify and implement continuous improvement and cost optimization opportunities, and collaborate with regional and global teams on EUC transformation initiatives, automation, and standardization.

The Must-Haves
• Background: Manager with a strong foundation in End User Computing (EUC) / Workplace service delivery management.
• Experience: Demonstrated experience with multi-country/multi-site operational oversight, including incident, escalation, and SLA management, as well as field technician and vendor operations management.
• Skills: Proficiency in ITIL-based service management (Incident, Problem, Change), strong stakeholder and customer relationship management abilities, expertise in performance monitoring, reporting, and governance, and a commitment to continuous improvement and service optimization.