EUC Service Delivery Manager

Role: EUC Service Delivery Manager
Location: Fort Worth, TX (Day one Onsite)
Job type: Full time

Job Description:

• Managing and exceeding customer expectations and delivering contractual obligations for the user base of the client globally.
• Conducting periodic reviews with the customer and Tech Mahindra management, and providing relevant reports.
• Managing a global, multicultural team, ensuring motivated staff, staff development, and meeting employee retention targets.
• Creating and maintaining a culture of continuous service improvement, accountable for delivering value-added projects as strategic and tactical objectives.
• Accountable for managing global delivery and acting as the escalation point for multiple service towers such as:
• TechBar - Onsite Field Support
• Workstations Engineering Team
• Ensuring compliance with ITSM processes enabling these towers, such as problem management, service improvements, and resource management.
• Responsible for P&L.
• Accountable for ensuring all key enterprise-wide initiatives and compliance.
• Accountable for ensuring SLA performance targets are met.
• Responsible for managing customer perception and expectations, conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by management.
• Cooperating with horizontal organizations in spreading best practices.
• Being the ultimate global operational escalation point for any kind of issues, enabling the organization, and taking care of any and all tasks within Tech Mahindra required to run the operation successfully.

Desired Skills & Experience

• Minimum Qualification - Bachelor's Degree.
• 8+ years of overall IT-related experience required, with at least 5 years in managing global customers.
• 5+ years of managerial experience with at least a year of managing other managers.
• 5+ years of working in IT operations with SLAs, ticketing tools, and ITIL methodology in a big corporate environment required.
• In-depth understanding of technology, best practices, and real-life processes behind End User Computing (desktops and all related centralized solutions).
• Prior understanding of remote infrastructure management and concepts around remote management of IT systems.
• Experience in working with a mixed offshore/onsite model is required.
• Demonstrated global cultural awareness required.
• Demonstrated matrix-management skills required.
• Flexibility with respect to time - client deliverables must 100% be met with a can-do attitude.

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift

Experience:

• Onsite Field Support: 10 years (Required)
• ITIL: 10 years (Required)
• End User Computing: 10 years (Required)

Ability to Relocate:

• Fort Worth, TX 76102: Relocate before starting work (Required)

Work Location: In person