Job Overview
This role is a technical service delivery lead for Modern device management & Seamless collaboration. The position requires hands-on experience with software deployment & Patch rollout via systems Management tools like Config Mgr., Intune etc.
Responsibilities and Accountabilities:
1. Lead large-scale transition projects with strong understanding of ITIL, specific to Change & Release management.
2. Candidate should have 8 to 11 years of strong experience in Microsoft 365 stack on Intune, Endpoint manager, Office 365, Collaboration tools.
3. Experience in managing a team of 20 or more members preferred.
4. Set career path, training and engagement of people in their respective domains as well as cross-functional.
5. Rewards & Recognition for outstanding performers to ensure motivation.
6. Accountable for achieving delivery goals (customer-specific SLA as well as KPIs) in large and complex enterprise environments involving use of different tools and technologies.
7. Drive Evergreen process to keep the estate up to date.
8. Drive technology Roadmap for client estate and future state of operations.
9. Drive client satisfaction using continuous service improvements in technology & process.
10. Period reporting of SLA / KPIs and monthly service performance review with customers.
11. Escalation management.
12. Engage with clients on business needs and build necessary IT solutions / improvements / scope extension.
13. Represent End user computing & workspace teams in client / external audits.
14. Develop Standard processes for Incident and change management as to be followed in operations for End user computing group and adherence to ITIL guidelines.
15. Define, measure & report productivity and quality KPIs (and related KPI goals), for team as well as the mechanism to track them.
16. Identify cost optimization opportunities via automation and drive efficiency.