EUC Service Delivery Manager

Job Description

Zone Manager | Tata Consultancy Services

The Tone:
This is a full-time role at Tata Consultancy Services, overseeing operations across an assigned zone, which involves multi-country and multi-site oversight. Tata Consultancy Services is a 723,770-person organization that provides a comprehensive range of IT services and business solutions globally. This role is crucial for ensuring consistent, high-quality end-user computing (EUC) service delivery and operational excellence across the designated operational areas.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Multi-site, Zone-based
• Pay: $90000–$115000 yearly
• Mission: To own and ensure consistent, high-quality end-to-end EUC service delivery and operational compliance within an assigned zone.

What You’ll Actually Do
• Service Delivery Ownership: Own the end-to-end EUC service delivery across your assigned zone, ensuring consistent support for end-user devices, peripherals, and workplace services.
• Team and Vendor Coordination: Manage and coordinate Field Technicians, site support teams, and vendors to ensure adequate coverage, timely resolution, and work prioritization for critical incidents.
• Incident and Escalation Management: Lead and manage P1/P2 incident escalations, ensuring rapid resolution and clear communication with all relevant stakeholders.
• Operational Governance: Conduct operational governance, including service reviews, performance tracking, and compliance audits, while driving problem management, root cause analysis, and preventive actions.
• Strategic Collaboration & Improvement: Collaborate with regional and global teams on EUC transformation initiatives, automation, and standardization, identifying and implementing continuous improvement and cost optimization opportunities.

The Must-Haves
• Background: Managerial-level expertise in end-user computing (EUC) and workplace service delivery, grounded in ITIL-based service management principles.
• Experience: Proven experience in multi-country/multi-site operational oversight, incident, escalation, and SLA management, as well as field technician and vendor operations management.
• Skills: End-to-end EUC / Workplace service delivery management, ITIL based service management (Incident, Problem, Change), stakeholder and customer relationship management, performance monitoring, reporting, and governance.