Service Delivery Manager (End User) - US Shift

Service Delivery Manager (End User) - US Shift

Location : Pune

Mode: Hybrid

Shift: US Shift (6:30 PM To 2:30 AM IST)

Experience Level: Senior – 7+ years.

Project Overview:

This project has a broader responsibility for overseeing the end-to-end delivery of a portfolio of business applications, ensuring all testing and implementation activities are completed successfully and on schedule. The Application Delivery Lead will guide a team of engineers, provide technical and process-related leadership, and act as a central point of contact for stakeholders to ensure high-quality and timely project completion.

The candidate should possess the ability to support modern management solutions within End User Computing, including Windows, SCCM, Intune, macOS and JAMF. Provide guidance to resources and be the conduit for escalations. The role will also ensure the right processes and monitoring are in place to improve our metrics in responding to security, stability and performance issues. Primarily related to the targeted reduction in response to control and hardening deviations, OS patching timelines, EOL software activities, Vulnerability management, and effective response to incidents.

Responsibilities

• Assists with day to day engineering activities while balancing the responsibilities of various domains including IT Change Management, Incident Management, and Problem Management.

• Oversees and reports weekly, monthly, quarterly, and annual metrics for End User Computing.

• Interacts directly with local Managed Service Provider Digital Workplace Tower Leads for engineering and operations activities.

• Anticipates and tracks operational and tactical risks and providing strategic solutions.

• Leads Major Incident Triage activities related to End User technologies

• Monitors and escalates Incident/Ticket queues to Digital Workplace teams respective teams

• Identifies trends and assess opportunities to improve capabilities, processes, and execution.

• Raises and tracks issues and conflicts, remove barriers, resolve issues involving stakeholders and escalate to appropriate level when required.

• Assists with the effective communication and updates for Engineering activities including tactical and strategic plans, major Incidents, and stability.

• Works closely and aligned with Global peer groups within APAC, EMEA, and North America.

Qualifications

• Bachelor's Degree or higher in relevant field or equivalent work experience.

Must have skills

• Overall 7+ years of Industry experience

• 7+ years engineering experience with

• Microsoft Endpoint Management - Responsible for device management, maintaining the

• Intune/Autopilot environment OSD creation/maintenance, application packaging/deployment,

• Windows patching, hardware specs, device management, policy creation/mgmt.,

• Autopilot, Co-management, Conditional Access, device policies, and supporting technologies, e.g., AD/GPO/Azure cloud integration, authentication, LAN, WAN, routing protocols, various technology

• architectures including TCP/IP, DHCP, DNS, LAN, WAN, Wireless, VPN, peripherals, packaging, PowerShell/ ZSH / Bash scripting, etc.

• Designing and implementation for on-prem and/or cloud instances of the JAMF MDM and supporting the MAC OSX configuration profiles and standards.

• Proven technology oversight while working with technology providers.

Nice to Have:

• Related technology certifications a plus: e.g., ITIL certifications, engineering certifications

• Global technology experience working with various towers and teams

• Experience with maturing Operations processes specifically in monitoring capabilities and queue workflow

• Experience with verbal/written commutations to IT and business stakeholders

• Other certifications a plus: e.g. ITIL certifications, engineering certifications