Delivery Lead

Delivery Lead

Project Role : Delivery Lead
Project Role Description : Lead end-to-end delivery, or a defined component of a contract to meet operational, contractual, and financial commitments. Ensure service quality and efficiency. Manage delivery outcomes and identify opportunities for follow-on work through up-selling or cross-selling.
Must have skills : Microsoft Windows Desktop Management
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:

End User Computing is responsible for the daily management and operation of all end-user devices and peripheral equipment. The function also covers the design, architecture, and management of the end-user computing platform development and maintenance of technology standards based on industry best practices management of the technology roadmap and development of new solutions aligned with business strategy. The Service Delivery Manager will work with the broader IT and business organization to deliver solutions, serve as a subject-matter expert in end-user computing, maintain governance and compliance, and drive an excellent customer experience.

Key Responsibilities:

Client Relationship Management:
- Serve as the main point of contact for clients, ensuring clear and consistent communication.
- Develop and maintain strong client relationships, understanding their business needs and aligning service delivery accordingly.
- Proactively address client concerns and manage escalations.
Service Delivery Management:
- Oversee the end-to-end delivery of services, ensuring timely and high-quality outcomes in line with SLAs.
- Oversee the end-to-end delivery of IT services, including Active Directory (AD), Azure Active Directory (AAD), and End User Computing (EUC) support.
- Manage day-to-day service delivery operations, ensuring seamless execution across various teams (e.g., technical, support, operational).
- Monitor and track service delivery performance against KPIs, SLAs, and client expectations.
Process Improvement:
- Identify and implement process improvements that increase service efficiency, reduce costs, strengthen AD, AAD, and EUC operations, and enhance client satisfaction.
- Lead initiatives aimed at enhancing service quality and operational effectiveness.
Incident & Problem Management:
- Oversee incident and problem management processes, ensuring root cause analysis and effective resolution of service disruptions.
- Manage critical service issues, ensuring timely resolution and maintaining client confidence.
Performance Reporting:
- Generate and present regular service performance reports for clients, highlighting key metrics, trends, and areas for improvement.
- Analyze service delivery data to identify gaps, risks, and improvement opportunities.
Team Leadership & Development:
- Lead and manage a team of service delivery professionals, fostering a culture of accountability and continuous learning.
- Provide coaching, mentorship, and performance feedback to team members.
Contract & Service Compliance:
- Ensure adherence to service contracts, SLAs, and other contractual obligations.
- Collaborate with legal, finance, and other teams to ensure compliance and manage client contracts effectively.
Budget & Resource Management:
- Manage service delivery budgets and allocate resources cost-effectively across AD, AAD, and EUC operations to meet client needs.
- Monitor and control costs, identifying cost-saving opportunities while maintaining service quality.
End User Computing:
- Manage endpoint devices across Windows, macOS, and mobile platforms using Intune, SCCM, or similar mobile device management tools.
- Oversee desktop imaging, software deployment, patch management, and compliance reporting.
- Apply working knowledge of virtualization technologies such as VDI, Citrix, or VMware Horizon.

Technical Experience:

Service Management Frameworks:
- In-depth knowledge of ITIL (Information Technology Infrastructure Library), service management, and industry best practices.
- Familiarity with service delivery tools (e.g., ServiceNow, Jira, BMC Remedy) to track, report, and manage service delivery performance.
Project Management:
- Strong understanding of project management principles, with experience leading cross-functional teams.
- Ability to manage complex projects and initiatives with a focus on timely and successful delivery.
Reporting & Analytics:
- Proficiency in using reporting tools (Excel, Tableau, Power BI, etc.) to create detailed service performance reports.
- Strong analytical skills to assess performance data, identify trends, and recommend improvements.
Risk Management:
- Experience in identifying and managing risks, ensuring proactive mitigation strategies are in place.
Communication:
- Demonstrate exceptional verbal and written communication skills in technical and executive-level discussions.
- Prepare and deliver service performance and incident review presentations.
Adaptability:
- Manage changing priorities in a fast-paced environment.
- Adopt new technologies and service models to meet evolving business needs.

Educational Qualifications:

Bachelor s degree or diploma in Engineering, Computer Science, or a related field.
Certifications such as Microsoft Certified: Identity and Access Administrator Associate, MD-102 (Endpoint Administrator), or ITIL Foundation are desirable.
Experience providing voice-based technical support and working with global customers is an advantage