Description
List of must have skills mandatory for this role:
Must-Haves :
Strong background in EUC ecosystem architecture (Virtual Desktops, Patching, Software Distribution, Image Management, Endpoint Security).
Familiarity with ITSM frameworks (ITIL v4), VDI, DAS frameworks, AIOps tools, and device telemetry analytics.
Demonstrated experience managing 25k+ endpoint client environments under strict SLAs/XLAs.
Certifired in ITIL v4 frameworks
Job stability - more than 3 yrs in an organisation
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Candidate Must be open to work in rotational shift when required.
Interview - 1. Screening by HR Head+2. COO+3. CEO
About the company:
Location: - Bengaluru
People Strength- 1000+ people
About the Company: . Software MNC
About the position:
Designation: GM / DGM – Managed End-User Services (MES) Business Delivery
Experience required- 12-18 years
Reporting To: Manager
Interview Processes- 1 online assessment + domain/technical specific rounds 2 + 1 HR round
Work Shift Time – 7:30 am – 4:30 am
Work from office - Yes
Role Overview:
The MES Delivery Leader will manage the end-to-end Managed End-User Services portfolio, ensuring high-quality client delivery across End User Computing (EUC), managed desktops, and mobile endpoint environments. The position bridges operational leadership and client success by driving Experience-Level Agreements (XLAs) alongside traditional SLAs.
Key Responsibilities:
- Service Delivery Operations: Lead multi-client delivery operations across EUC, Managed Endpoint Services, and DaaS/VDI ecosystems.
- XLA & User Experience Optimization: Transition traditional SLA management into Experience Level Agreements (XLAs), evaluating end-user productivity scorecards, login times, and application latency.
- Operational Excellence & Automation: Leverage AIOps platforms and automated ticket remediation tools to maintain proactive resolution rates (>70%).
- Client Governance & Growth: Serve as the senior escalation point for enterprise clients in India and US regions; partner with Account Management to identify upsell/cross-sell opportunities.
- People Leadership: Direct line management for delivery managers, tech leads, and service desk operation leads (50+ personnel span).
Key Technical & Functional Requirements
Strong background in EUC ecosystem architecture (Virtual Desktops, Patching, Software Distribution, Image Management, Endpoint Security).
Familiarity with ITSM frameworks (ITIL v4), VDI, DAS frameworks, AIOps tools, and device telemetry analytics.
Demonstrated experience managing 25k+ endpoint client environments under strict SLAs/XLAs.