Service Line Manager - EUC Services

About the role

Digital Workplace - EUC Technologies is looking for a Service Line Manager to handle EUC services end-to-end according to ITIL standards. The role covers managing EUC customers and technologies, delivering services with high customer satisfaction and meeting or exceeding service levels, and leading small projects.

Key responsibilities

• Manage EUC customers and technologies, define scope, requirements and deliverables with clients, and build the team to achieve results
• Manage small projects and ensure on-time delivery; coordinate with other EUC service teams and non-EUC delivery teams
• Identify service improvement opportunities, cost optimisation and better resource productivity
• Solve team conflicts, take corrective action and strengthen people's capabilities through upskilling and cross-skilling
• Meet contractual obligations, customer satisfaction metrics and SLA and management reporting
• Focus on automation and innovation to improve operational efficiency

Required profile

• Minimum 12-15 years of experience in EUC operations, primarily in EUC technology services
• Bachelor's degree in IT, engineering, MBA or another management qualification
• ITIL certification is essential
• Experience or certification in one of the core EUC technologies is an added advantage
• Strong communication, relationship-building, planning, strategic thinking, problem-solving and analytical skills

Required skills

• ITIL
• EUC technologies: WPE (endpoint imaging, application packaging, software deployment, MDM, virtualization, encryption, Active Directory) and UCC (messaging, collaboration, Teams/Skype, IP telephony)