Job Responsibilities · Strong Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self. · Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc. · Conducting Team Action Meetings, Weekly team meetings and review deliverables · Strong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same. · SLA Measurement, Reporting & Adherence - 5 Nines · Strong Capabilities on Handling deliverables responsibility. · Vision & Goal Setting abilities with Orientation on details to achieving the same. · Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures. · Identifying improvement areas & implementing measures to maximize customer satisfaction levels. · Defining new process and procedure for operations. · Periodic evolution of SLA metrics and Audits · Budgeting & P&L Experience – Managing Capex & Opex. · Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc. · 3rd Party Vendor Management & Contract Negotiation Skills & Experience. · Ensure and develop relationship with customers, stakeholders with high satisfaction level · Liaison between business leaders and senior management to drive program/ projects budget at strategic level · Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies · Working with the client and operations teams to identify and manage service improvement activities · Removing all obstacles to customer satisfaction and / or financial performance Skills Required Skills and Abilities · The EUC manager profile will be a senior profile will need to manage end to end deskside infrastructure service delivery. · Ability to interact with CIO / Infrastructure director · Understanding of ITIL framework · Preferably 12 years plus of Industry experience with managing a team of over 100 resources. · 10 years of Experience with Asset Management, Desktop Deployment, VDI, Windows/PC Refresh and Scheduling · Overall understanding with minimum of 10 years of hands on experience in managing & delivering complex Deskside Infrastructure for a large enterprise. · Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system. Education / Expertise · BS degree in Computer Science, Engineering or Information Technology or equivalent. · Minimum of 5 years of experience in a manager role supporting End Users / Customer · Demonstrated success with unit-based application planning and development, project management and policy development. · Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills. · Excellent knowledge of product life cycle, tools, processes and operations planning. · Excellent customer service capabilities and attitude. · Must be able to travel as needed, sometimes as much as 25%