Senior Delivery Manager - End User Experience

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Key Responsibilities:

EUX Service Availability and Performance:

Ensure consistent availability and optimal performance of EUX services.Monitor and address issues related to end-user equipment, onsite support, helpdesk services, and procurement processes.Implement best practices and standards to improve the end-user experience.

Leadership:

Lead and manage the EUX functions ensuring alignment with organizational goals.Foster collaboration within the team and with other departments.Mentor and guide team members, facilitating skill development and growth.

Vendor Management:

Oversee contracts and relationships with vendors to ensure service quality and adherence to SLAs.Evaluate vendor performance and manage negotiations to optimize cost and service delivery.

Project and Operations Management:

Oversee and coordinate EUX-related projects, ensuring timely delivery and alignment with objectives.Manage day-to-day operations, ensuring seamless support for end-users.

Security and Compliance:

Ensure that EUX services comply with organizational security policies and standards.Implement measures to safeguard user data and maintain system integrity.

Cost Management: and Contract Management

Monitor and manage the budget for EUX services, ensuring cost-effectiveness.Identify opportunities for cost optimization while maintaining service quality.

Single Point of Contact:

Act as the primary liaison with the EUX service line for all EUX-related topics.Communicate effectively with stakeholders, ensuring clarity and alignment on priorities and goals.

Skills Required.

In depth experience in IT service management, with a strong focus on end-user services.Proven track record in managing projects, operations, and vendors.In-depth understanding of EUX topics, including end-user equipment, onsite support, helpdesk, and procurement processes.Experience in managing diverse teams and fostering cross-functional collaboration.Knowledge of ITIL practices and frameworks is highly desirable.

Availability

Flexibility to work from the office 3-4 days a week.Flexible to collaborate with global teams across different time zones.