#EG Service Delivery Executive / Service Delivery Manager

We are seeking an experienced Service Delivery Manager to lead our End User Computing (EUC) function. This role owns the end-to-end delivery of desktop engineering and support services, ensuring high availability, quality, and consistency of service across the organization. The successful candidate will manage a team of Ops Leads and engineers, drive operational governance, and act as the primary point of contact for stakeholders on all EUC service matters.
Key Responsibilities
Service Delivery & Operations
Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management
Monitor and manage SLAs, KPIs, and service quality metrics across the team
Drive continuous improvement initiatives to enhance service efficiency and user experience
Oversee incident and escalation management, ensuring timely resolution of high-priority issues
People Management
Manage, coach, and develop a team of EUC engineers
Conduct performance reviews, manage performance improvement plans, and support career development
Build a strong team culture centered on ownership, responsiveness, and service excellence
Manage workforce planning, including timesheet approval, leave coordination, and resource allocation
Stakeholder & Relationship Management
Serve as the primary escalation point and relationship owner for business stakeholders
Communicate service performance, risks, and improvement plans to leadership and stakeholders
Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)
Handle sensitive or difficult conversations with professionalism and clarity
Governance & Reporting
Maintain service delivery governance frameworks, including KPI tracking and scorecards
Prepare and present regular service reviews and reports to leadership
Ensure compliance with IT policies, security standards, and audit requirements
Manage asset and CMDB accuracy across the device fleet
4+ years in IT service delivery, desktop engineering, or EUC leadership roles
Proven experience managing teams (direct or matrixed) in a support/operations environment
Track record of managing SLAs, KPIs, and service governance frameworks
Experience handling performance management, including difficult conversations and PIP processes
Technical Knowledge
Familiarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platforms
Working knowledge of ITSM platforms (ServiceNow)
Understanding of asset/lifecycle management and CMDB practices
General awareness of device security, patching, and compliance standards
Skills & Attributes
Strong communication skills, with the ability to navigate difficult conversations confidently
Demonstrated stakeholder and people management capability
Ability to articulate and execute clear operational plans
Analytical mindset with strong attention to detail in reporting and governance
Comfortable operating in a fast-paced, service-driven environment
What Success Looks Like
Consistent achievement of SLA/KPI targets across the EUC team
Strong stakeholder satisfaction and low escalation rates
A well-developed, engaged, and high-performing team
Clear, accurate, and timely service governance reporting
Essential Qualifications
4+ years of IT project management experience
Knowledge of process improvement methodologies and tools
Understanding of Software Development Lifecycle (SDLC)
Proficiency in English, both written and spoken
Preferred Attributes
Strong leadership and mentoring abilities
Positive, can-do attitude with strong interpersonal skills
Effective communication, presentation, and negotiation skills
Creative and proactive approach to problem-solving
Professional and/or Technical Certifications
ITIL V4 Foundation certification
ADDITIONS
Responsibilities | PROJECT-SPECIFIC
CAT 2 clearance

Employment type
Full-time

Work arrangement
No