Service Delivery Executive/Manager

Service Delivery Executive / Manager

Role Summary

We are seeking an experienced Service Delivery Manager to lead our End User Computing (EUC) function. This role owns the end-to-end delivery of desktop engineering and support services, ensuring high availability, quality, and consistency of service across the organization. The successful candidate will manage a team of Ops Leads and engineers, drive operational governance, and act as the primary point of contact for stakeholders on all EUC service matters.

Key Responsibilities

Service Delivery & Operations

Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management

Monitor and manage SLAs, KPIs, and service quality metrics across the team

Drive continuous improvement initiatives to enhance service efficiency and user experience

Oversee incident and escalation management, ensuring timely resolution of high-priority issues

People Management

Manage, coach, and develop a teamof EUC engineers

Conduct performance reviews,manage performance improvement plans, and support career development

Build a strong team culture centered on ownership, responsiveness, and service excellence

Manage workforce planning, including timesheet approval, leave coordination, and resource allocation

Stakeholder & Relationship Management

Serve as the primary escalation point and relationship owner for business stakeholders

Communicate service performance,risks, and improvement plans to leadership and stakeholders

Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)

Handle sensitive or difficult conversations with professionalism and clarity

Governance & Reporting

Maintain service delivery governance frameworks, including KPI tracking and scorecards

Prepare and present regular service reviews and reports to leadership

Ensure compliance with IT policies, security standards, and audit requirements

Manage asset and CMDB accuracy across the device fleet

Requirements

4+ years in IT service delivery, desktop engineering, or EUC leadership roles

Proven experience managing teams(direct or matrixed) in a support/operations environment

Track record of managing SLAs, KPIs, and service governance frameworks

Experience handling performance management, including difficult conversations and PIP processes

Familiarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platforms

Working knowledge of ITSM platforms (ServiceNow)

Understanding of asset/lifecycle management and CMDB practices

General awareness of device security, patching, and compliance standards

Strong communication skills, with the ability to navigate difficult conversations confidently

Demonstrated stakeholder and people management capability

Ability to articulate and execute clear operational plans

Analytical mindset with strong attention to detail in reporting and governance

Comfortable operating in a fast-paced, service-driven environment