Service Delivery Manager - EUCD

The Opportunity: The EUCD Service Delivery Manager is responsible for the end-to-end delivery, governance, operational performance and continual improvement of End User Computing (EUCD) and Digital Workplace services. The role provides leadership across Deskside Support, Field Engineering, Device Lifecycle Management, Asset Management, Technology Refresh, Asset Verification and Digital Workplace operations. The Service Delivery Manager is accountable for service quality, customer satisfaction, SLA achievement, service improvement, workforce management and operational governance while ensuring a consistent and high-quality end-user experience. The successful candidate will lead multidisciplinary operational teams and work closely with customer stakeholders, service management functions, technical teams and service partners to drive operational excellence, service stability and continuous improvement. Core Service Scope

• End User Computing (EUCD)
• Deskside Support
• Field Engineering
• Device Lifecycle Management
• Asset Management and Governance
• Asset Verification
• Wall-to-Wall Physical Asset Verification
• IMAC Services
• Technology Refresh Programmes
• Digital Workplace Services
• Digital Employee Experience (DEX)
• Endpoint Operations and Support

Key Responsibilities

1. Service Delivery Leadership

• Own the delivery and operational performance of the EUCD and Digital Workplace service tower.
• Ensure contractual service levels, operational targets and customer commitments are consistently achieved.
• Develop and execute service improvement plans to enhance service quality, efficiency and user experience.
• Provide leadership during service escalations, major incidents and operational challenges.
• Establish effective governance, controls, reporting and performance management practices.
• Maintain forward visibility of operational risks, resource constraints, service dependencies and upcoming demand.

1. EUCD and Digital Workplace Operations

• Oversee the day-to-day delivery of EUCD, Deskside Support and Field Engineering services across supported locations.
• Ensure timely resolution of incidents, service requests and workplace technology issues in accordance with agreed service levels.
• Manage workforce planning, workload balancing, shift coverage and resource allocation across delivery teams.
• Drive adoption of standard operating procedures, knowledge management and IT service management best practices.
• Ensure operational readiness for service changes, endpoint deployments, business initiatives and new technology introduction.
• Coordinate dependencies with Service Desk, ITSM, infrastructure, security, application and vendor teams.

1. Asset Management, Verification and Governance

• Own enterprise asset management, asset verification and asset governance processes within the service scope.
• Lead periodic and large-scale wall-to-wall physical asset verification exercises across supported customer sites.
• Develop verification strategies, execution plans, site schedules, productivity targets, resource deployment models and recovery plans.
• Manage asset verification backlogs through workload balancing, daily progress monitoring and focused remediation actions.
• Coordinate verification activities with site representatives, asset custodians, end users and other relevant stakeholders.
• Oversee reconciliation of physically verified assets against asset repositories, inventory records and the Configuration Management Database (CMDB).
• Investigate and resolve missing assets, duplicate records, ownership issues, location discrepancies, untagged devices and other inventory exceptions.
• Ensure asset records remain accurate, auditable and aligned with contractual, governance and compliance requirements.
• Produce, progress reports, exception reports, risk assessments and management updates.
• Drive continuous improvement of asset management and verification processes through automation, analytics, mobility tools and operational best practices.

1. Device Lifecycle and Technology Refresh

• Manage end-to-end device lifecycle services covering receipt, staging, deployment, installation, relocation, refresh, recovery, secure retirement and disposal coordination.
• Lead technology refresh programmes and workplace transformation initiatives from planning through execution and handover.
• Ensure effective demand forecasting, scheduling, user communications, deployment readiness and exception management.
• Maintain operational controls supporting inventory accuracy, chain of custody and lifecycle governance.
• Monitor programme progress, productivity, risks and dependencies, and implement recovery actions where required.

1. Service Performance and Governance

• Establish and maintain operational dashboards, service reports and management updates.
• Monitor performance against SLAs, KPIs, customer satisfaction measures and operational objectives.
• Analyse ticket trends, repeat incidents, demand patterns, asset exceptions and workforce productivity.
• Lead operational reviews and contribute to service governance meetings with clear actions, owners and due dates.
• Ensure service documentation, runbooks, procedures, escalation paths and knowledge articles remain current.
• Maintain audit readiness and compliance with applicable service delivery and information security controls.

1. Stakeholder and Customer Management

• Serve as the primary operational interface for EUCD and Digital Workplace service delivery matters.
• Build trusted relationships with customer stakeholders, business representatives, site contacts and service partners.
• Provide clear and timely communication on service performance, risks, issues, escalations and improvement initiatives.
• Facilitate operational reviews, governance meetings and service improvement discussions.
• Manage stakeholder expectations and ensure escalations are resolved with appropriate urgency, ownership and transparency.

1. People and Resource Leadership

• Lead, mentor and develop Team Leads, Engineers, Asset Administrators and operational support personnel.
• Drive a culture of accountability, collaboration, customer focus, safety and continual improvement.
• Support recruitment, onboarding, succession planning, cross-training and talent development initiatives.
• Conduct performance discussions and capability development activities in a fair, consistent and evidence-based manner.
• Ensure teams have the required skills, tools, access, documentation and management support to perform effectively.

1. Continuous Improvement and Transformation

• Identify opportunities for automation, self-service, proactive support and process optimisation.
• Use service data, DEX insights and user feedback to prioritise improvement initiatives.
• Support adoption of AI-enabled service delivery capabilities and endpoint automation where appropriate.
• Drive measurable productivity, quality and experience improvements across the service tower.
• Promote standardisation and harmonisation of operating processes across sites and teams.

Experience and Qualifications

• At least 8 years of experience in IT Managed Services, End User Computing, Digital Workplace or Workplace Services.
• At least 5 years of experience leading service delivery, deskside support, field engineering or workplace operations teams.
• Proven experience managing SLA-driven managed services environments and multi-site operational teams.
• Experience leading asset management, asset verification, wall-to-wall physical verification or large-scale inventory reconciliation programmes.
• Experience managing device lifecycle, IMAC and technology refresh programmes.
• Strong stakeholder engagement, customer relationship management and escalation management capability.
• Sound understanding of ITIL service management principles and operational governance.
• Relevant diploma or degree in Information Technology, Engineering, Business or a related discipline.
• ITIL certification and relevant service management or project management certifications are advantageous.

Technical and Operational Knowledge

• End User Computing and Digital Workplace service delivery.
• Microsoft Windows and Microsoft 365 endpoint environments.
• Endpoint management, software deployment and device compliance concepts.
• ServiceNow ITSM, asset repositories and CMDB processes.
• IT asset management, physical verification, reconciliation and audit controls.
• Digital Employee Experience platforms and service analytics.
• Incident, request, problem, change and knowledge management processes.
• Service reporting, dashboarding and operational data analysis.

Key Competencies

• Service Delivery Leadership
• Operational Excellence
• Asset Governance and Verification
• Stakeholder Management
• Problem Solving and Decision Making
• People Leadership
• Customer Focus
• Planning and Risk Management
• Executive Communication
• Continuous Improvement