EUC Lead

JD for a Lead EUC Role at Onsite, 6 to 8 years of experience in managing Field Operations, Desktop Engineering & Mobility

• Responsible for providing End User Computing Infrastructure Support to the customers as a part of Global Service Delivery.
• Managing Global Field Services across 1200 sites, and Desktop Engineering Services utilizing multiple tools like, SCCM, MDT, SMP, Flexera
• Manage multiple EUC platforms like, Mobility, VDI, S/W Distribution, Citrix & Asset Management
• Perform complete End User Transformation and Automation projects for clients
• Ensure that process Critical Success Factors (CSF) are identified, and that corresponding Key Performance Indicators (KPI) are put in place.
• Identify, track, prevent and mitigate risks and issues
• Ensures customer expectations and contractual commitments are met
• Point contact for all Program Governance, Stakeholder Engagement and Business communication
• Mentors Team managers, Project Managers, and other track leads within the account Responsible for overall Program Governance for respective domain and Quality Assurance. Developing, communicating, implementing, monitoring, and assuring the policies, procedures, organizational structure, and practices associated with program, client environment and defined standards
• Accountable to deliver the program deliverables as per the contract for the client, review and approve standard program deliverable & Key Performance Indicator (KPI) reports for the account
• Periodic reviews of all the program/account level metrics with onshore and offshore delivery & management teams
• Prepare Risk Registers and Failure Mode Effect Analysis and review them on frequent basis, ensure effective and clear communication of Client team's requirements, expectations, and feedback to the team at onshore and offshore
• Participate in all Governance reviews, steering committee meeting with client and review the status report on the progress with several stake holders.
• Participate in Vendor governance meetings ensuring highest quality of resources and services are provided to the customer.
• Responsible for Customer Relationship & Stakeholder Management by: Building relationship and communication with Client organization Senior Leadership (Vice President IT, Sr. IT Directors, and IT Directors) for overall customer satisfaction of the account
• Manage the expectations and interests of stakeholders to ensure continued support and appropriate participation in the program
• Act as a senior level for escalations for customer related to management, staff, billing, recruitment, reporting and general questions on services
• Improve and maintain customer satisfaction based on the company defined parameters in consultation with subordinates, supervisors, and stakeholders
• Regular arrangement offsite meetings with VPs, Directors, IT managers.