Service Line Manager | EUC Services
About the role
The Service Line Manager for EUC Services will oversee end-user computing (EUC) technology operations, ensuring service delivery aligns with ITIL standards and meets or exceeds customer satisfaction and service levels. The role involves managing small projects, aligning team efforts with business objectives, resource management, and driving service improvements and operational efficiencies. Key responsibilities include coordinating with other service teams, reporting, meeting contractual obligations, and fostering team development through upskilling and cross-skilling. Candidates should have significant experience in EUC operations, strong communication and leadership skills, and a background in IT or engineering. The position covers a range of EUC technologies, including workplace engineering and unified communication services.
Must have
- Overall cross-functional experience of handling EUC Services as per ITIL Standards.
- Minimum 12-15 years’ experience in EUC Operations, Primarily into EUC Technology Services.
- An effective communicator with excellent relationship building & interpersonal skills.
- Expertise in spearheading numerous EUC Customers/EUC technologies and ensuring delivery of Services with customer satisfaction and with meeting/Exceeding Service levels.
- Manage small projects under EUC technologies & ensuring the on-time delivery
- Understand business customer objectives and align the team and effort to achieve the same.
- Ability to organize, delegate, and leverage resources to accomplish objectives.
- Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude.
- Discuss with business customer or client to define clear scope, requirements and deliverables. Identify & build the team achieve the outcome.
- A keen planner, strategist & implementer with demonstrated abilities in EUC Technologies operations , running shared delivery organization ,streamlining business operations.
- Strong meeting management and reporting skills with Exceptional Customer service skills and client focus.
- Coordinate and interact with other EUC Service towers & Non EUC delivery team to achieve over all delivery objectives.
- Identify the service improvement opportunities along with cost optimization and improvement in resource productivity
- Solve team conflicts and problem, take corrective actions when problem arises.
- Strengthening People capabilities across all levels under EUC Technologies & build team toward latest technologies by upskilling & cross skilling.
- Responsible to meet contractual obligations and client expectations
- Responsible to meet overall customer satisfaction metrics.
- Resource management, Employee retention, motivation and training.
- SLA and Management reporting
- Automation & Innovation focus to Enhance operational efficiencies
- Bachelor’s degree in IT/ Engineering/MBA or other management qualification
- ITIL certification is essential
Nice to have
- Experience/Certification in One of the core EUC Technology will be an added advantage
Technologies
- Active Directory
- Cisco
- ITIL
- MDM
- Virtualization
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