Service Delivery Manager – End User Services
Core
Oversee and continuously improve End User Services, ensuring reliable, secure, and cost-effective workplace technology with a strong focus on end-user experience.
Role type
Senior Service Delivery Manager (End User Services)
Builds
Reliable end-user technology services and optimized vendor partnerships
Domain
IT Service Management / Digital Workplace / Endpoint Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Vendor management, SLA/KPI governance, escalation management, ITIL processes (Incident/Problem/Change/SLM), budgeting and forecasting, stakeholder coordination, service lifecycle planning, cost optimization
Preferred skills
Digital Employee Experience (DEX) analytics, automation and self-service solutions, AI productivity services, SAFe/Agile frameworks, SaaS/FinOps, ServiceNow Platform
Technologies
Microsoft 365, Microsoft Teams, Exchange Online, OneDrive, SharePoint, Slack, Mimecast, DFS, Windows, macOS, iPadOS, Linux, SaaS
Responsibilities
Manage outsourced service providers and ensure SLA/KPI compliance; Act as the main escalation and coordination point; Drive continuous improvement, standardization, and automation; Coordinate operational processes (incidents, problems, changes, releases); Oversee projects and initiatives with cross-functional teams; Monitor service performance, risks, licensing, and operational costs; Provide input to annual budgeting and technology investments.
Seniority
Senior, hands-on IC with leadership responsibilities
