Job Responsibilities Strong Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self. Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc. Conducting Team Action Meetings, Weekly team meetings and review deliverables Strong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same. SLA Measurement, Reporting & Adherence - 5 Nines Strong Capabilities on Handling deliverables responsibility. Vision & Goal Setting abilities with Orientation on details to achieving the same. Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures. Identifying improvement areas & implementing measures to maximize customer satisfaction levels. Defining new process and procedure for operations. Periodic evolution of SLA metrics and Audits Budgeting & P&L Experience – Managing Capex & Opex. Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc. 3rd Party Vendor Management & Contract Negotiation Skills & Experience. Ensure and develop relationship with customers, stakeholders with high satisfaction level Liaison between business leaders and senior management to drive program/ projects budget at strategic level Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies Working with the client and operations teams to identify and manage service improvement activities Removing all obstacles to customer satisfaction and / or financial performance Skills Required The EUC manager profile will be a senior profile will need to manage end to end deskside infrastructure service delivery. Ability to interact with CIO / Infrastructure director Understanding of ITIL framework Preferably 12 years plus of Industry experience with managing a team of over 100 resources. 10 years of Experience with Asset Management, Desktop Deployment, VDI, Windows/PC Refresh and Scheduling Overall understanding with minimum of 10 years of hands on experience in managing & delivering complex Deskside Infrastructure for a large enterprise. Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.