Service Delivery Manager – End User Services

Own end-to-end delivery and operational performance of End User Services including Service Desk, Endpoint Management, and Digital Workplace technologies, ensuring compliance with SLAs, XLAs, and customer expectations.

Lead service governance, client communications, and coordinate across internal teams, offshore/nearshore, and third-party suppliers to manage service escalations and performance reviews.

Drive continuous service improvement through automation, proactive remediation, and leveraging Digital Employee Experience platforms like Nexthink and SysTrack to enhance endpoint health and user experience.

8–12+ years of IT experience with at least 4–6 years in Service Delivery, End User Computing, Digital Workplace, or related leadership roles.

Strong experience with Microsoft Intune, SCCM/MECM, Windows Autopilot, and related endpoint management platforms.

Experience with Digital Employee Experience platforms such as Nexthink or SysTrack preferred.

Work Experience Required: 8–12+ years total; 4–6 years in relevant leadership roles

Experienced in managing large-scale Managed Services or enterprise IT environments focusing on End User Services and Digital Workplace technologies.

Proficient in coordinating multiple teams and vendors with strong client stakeholder management and governance skills.

Demonstrates operational leadership in driving measurable service improvements using endpoint automation and analytics from DEX tools.