Service Delivery Manager

End User Computing Service Delivery Manager
Location: FORTWORTH,TX
Type: Full time

Job description

Overview

The End User Computing Service Delivery Manager is responsible for the overall delivery of end-user computing services, ensuring that technology solutions align with business objectives and meet the needs of employees. This role involves managing a team of IT professionals, coordinating with various departments, and overseeing the implementation and maintenance of end-user computing infrastructure.

Responsibilities

• Oversee the delivery of end-user computing services, including desktop support, application management, and infrastructure maintenance.
• Ensure the availability, reliability, and performance of end-user computing systems.
• Develop and implement service level agreements (SLAs) to measure and manage service quality.
• Lead and manage a team of IT professionals, providing guidance, training, and mentorship.
• Assign tasks, monitor performance, and ensure adherence to team goals and objectives.
• Foster a positive and collaborative work environment.
• Manage end-user computing projects, including new implementations, upgrades, and migrations.
• Define project scope, develop timelines, and allocate resources.
• Monitor project progress, identify risks, and implement corrective actions.
• Manage relationships with external vendors and service providers.
• Negotiate contracts, ensure compliance with agreements, and monitor vendor performance.
• Will be responsible for P&L
• Continuously evaluate and improve end-user computing processes and procedures.
• Identify opportunities for cost reduction, increased efficiency, and enhanced service quality.
• Proactively address end-user issues and concerns.
• Gather feedback from users to identify areas for improvement.
• Ensure that end-user computing services meet or exceed expectations.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years of overall IT-related, with 5+ years of experience in end-user computing service delivery.
• Proven experience managing IT teams and projects.
• Strong understanding of end-user computing technologies, including desktops, laptops, mobile devices, and applications.
• Excellent communication and interpersonal skills.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Strong problem-solving and analytical skills.
• ITIL certification or equivalent experience preferred.

Desired Skills

• Experience with cloud-based end-user computing solutions (e.g., Office 365, Intune, Nexthink, Windows Autopilot).
• Experience in working with a mixed offshore/onsite model is required
• Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (HAM, SAM, managing Endpoint and all related centralized solutions)
• Knowledge of automation and scripting tools (e.g., PowerShell, Python).
• Experience with help desk ticketing systems and knowledge management tools.
• Familiarity with IT security best practices.

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