Role description
Job Role : Service Delivery Manager, End User Services (Chennai, India) Role Overview :
The Service Delivery Manager – End User Services (EUS) will be responsible for the end-to-end delivery, governance, performance, and continuous improvement of Digital Workplace and End User Computing services.
The role will act as the primary interface between the client, delivery teams, technology teams, and third-party providers, ensuring services are delivered in line with agreed SLAs, XLAs, security requirements, and business expectations.
The successful candidate should have strong service delivery leadership experience combined with a solid understanding of modern endpoint management, Digital Employee Experience (DEX), device lifecycle management, and workplace technologies including Microsoft Intune, Nexthink, SysTrack, Microsoft 365, Entra ID, Windows, Autopilot, SCCM/MECM, and related EUC platforms.
Key Roles and Responsibilities:
Service Delivery & Operations Management
- Own the end-to-end delivery of End User Services, ensuring services meet agreed SLAs, KPIs, XLAs, contractual commitments, and customer expectations.
- Manage operational performance across Service Desk, Desktop Support, Endpoint Management, Digital Workplace, VDI and associated EUS services.
- Conduct daily operational reviews and regular weekly/monthly service reviews with delivery teams and client stakeholders.
- Monitor incidents, service requests, problems, changes and major incidents affecting end-user services and drive timely resolution.
- Ensure effective Major Incident Management for high-impact workplace issues and coordinate technical teams, vendors and business stakeholders.
- Review service performance trends and proactively identify risks, recurring issues and improvement opportunities.
- Own service improvement plans for areas where performance falls below agreed targets.
- Ensure appropriate operational documentation, SOPs, knowledge articles and support processes are maintained. Digital Workplace & Endpoint Management
• Provide service delivery oversight for endpoint management platforms such as Microsoft Intune and SCCM/MECM, including device enrolment, configuration, application deployment, patching and compliance. • Understand and oversee Windows Autopilot and modern device provisioning processes covering device build, enrolment and user onboarding.
- Support the implementation and operational governance of modern endpoint management and cloud-based workplace strategies.
- Ensure endpoint security and compliance policies are effectively implemented and monitored in collaboration with Security and IAM teams.
- Coordinate Windows OS upgrades, application deployments, patching campaigns and endpoint remediation activities.
- Oversee device lifecycle processes covering procurement, provisioning, deployment, refresh, replacement and decommissioning. Digital Employee Experience – Nexthink & SysTrack
- Drive adoption of Nexthink, SysTrack or similar Digital Employee Experience (DEX) platforms to improve visibility into endpoint health and user experience.
- Use DEX analytics to identify performance degradation, application issues, device health problems and recurring user-impacting issues.
- Establish proactive monitoring and remediation processes to identify issues before they generate service desk incidents.
- Develop DEX dashboards and reporting to measure endpoint performance, user experience and service effectiveness.
- Identify opportunities for automated remediation and self-healing using Nexthink, SysTrack, Intune, PowerShell or other automation platforms.
- Support the transition from traditional SLA-based service measurement toward Experience Level Agreements (XLAs) and employee experience metrics.
- Translate technical DEX data into meaningful business insights and improvement initiatives. Service Desk & End User Support
- Provide governance and oversight of Service Desk, Desktop Support and Field Support operations.
- Drive improvements in First Contact Resolution (FCR), Mean Time to Resolve (MTTR), customer satisfaction and ticket reduction.
- Analyse incident and request trends to identify opportunities for shift-left, self-service, automation and knowledge management.
- Ensure effective escalation management between L1, L2, L3, infrastructure, application and security teams.
- Improve self-service capabilities through knowledge bases, automation, virtual agents and employee experience platforms.
- Work with technical teams to reduce avoidable incidents and improve overall workplace reliability. Microsoft 365 & Modern Workplace
- Maintain a good working understanding of the Microsoft 365 ecosystem including Teams, OneDrive, SharePoint, Exchange Online and Microsoft 365 Apps.
- Coordinate with Microsoft 365 engineering teams to resolve service-impacting issues and deliver workplace improvements.
- Understand identity and access dependencies involving Microsoft Entra ID, MFA, Conditional Access and device compliance.
- Support adoption and operationalisation of new Microsoft 365 and Modern Workplace capabilities. Service Governance & Client Management
- Act as the primary service delivery contact for client stakeholders and build strong relationships across business and technology teams.
- Lead monthly service reviews, governance meetings and executive-level service discussions.
- Prepare service performance dashboards covering SLA/KPI performance, incidents, problems, changes, user experience and improvement initiatives.
- Maintain RAID registers covering key risks, assumptions, issues and dependencies.
- Manage service escalations and ensure appropriate communication and stakeholder engagement.
- Coordinate delivery across internal teams, offshore/nearshore teams and third-party suppliers.
- Ensure contractual obligations, service scope and operational responsibilities are clearly understood and maintained. Continuous Service Improvement & Automation
- Establish and maintain a structured Continuous Service Improvement (CSI) programme for End User Services.
- Identify opportunities to reduce ticket volumes through automation, proactive remediation and self-service.
- Drive automated endpoint remediation using Intune, Nexthink, SysTrack, PowerShell and other relevant technologies.
- Identify repetitive operational activities suitable for automation and measure the benefits achieved.
- Use service analytics and DEX telemetry to prioritise improvement initiatives based on business and user impact.
- Track improvements against measurable outcomes including ticket reduction, improved endpoint health, higher FCR, reduced MTTR and improved user satisfaction. Technical Knowledge The candidate should have strong working knowledge across several of the following technologies:
- Microsoft Intune / Endpoint Manager, Nexthink, Lakeside SysTrack, Microsoft SCCM / MECM, Windows 10/11, Windows Autopilot, Microsoft 365, Microsoft Teams, OneDrive and SharePoint, Microsoft Entra ID / Azure AD, Conditional Access and MFA, Active Directory and Group Policy, VDI technologies such as Citrix or Azure Virtual Desktop, PowerShell and endpoint automation, ServiceNow or similar ITSM platforms, Endpoint security and compliance technologies, ITIL-based Incident, Problem, Change and Request Management
Experience & Qualifications
- 8–12+ years of IT experience, with at least 4–6 years in Service Delivery, End User Computing, Digital Workplace or related leadership roles.
- Experience with Intune and modern endpoint management environments is highly desirable.
- Experience with Nexthink, SysTrack or another DEX platform is strongly preferred.
- Experience managing Service Desk, Desktop Support and Endpoint Management services.
- Experience working within a Managed Services or large enterprise IT environment is preferred.
- ITIL Foundation certification is preferred; ITIL Managing Professional or equivalent would be advantageous.
Skills
Microsoft 365, ITIL, Incident Management, Problem Management
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
