Client Delivery Manager – EUC

Main Job Tasks and Responsibilities

• Leadership and Team Management: Leads a team of operations/technical services professionals accountable for all aspects of inbound customer service, including multi-platform and multi-software package technical support, problem identification, and resolution.
• Client Service Coordination: Coordinates, controls, and supervises client service activities to ensure the highest quality of client service is delivered.
• Quality Assurance and Training: Plans, develops, and directs the quality assurance process and related training to address quality processes and execution.
• Operational Planning and Execution: Develops operational objectives and work plans to align with business goals and client needs.
• Client Service Policies and Training: Executes client service policies, processes, tools, and training for staff to ensure successful execution of client service level agreements and the launch of new products and services.
• Staff Scheduling: Coordinates staff schedules to align with business unit service delivery objectives, ensuring adequate coverage and support.
• Multi-Shift and Multi-Location Management: Directs the activities of multiple employees operating across various shifts and geographies, ensuring smooth support operations.
• Operations Service Delivery: Responsible for all aspects of operations service delivery, including customer satisfaction, people management, facilities management, and financial aspects of the operations center.
• Technology and Security Standards: Establishes and maintains infrastructure standards, including developing and enforcing technology-related policies and procedures to ensure the appropriate use of information technology in a secure computing environment.
• Inventory Control and Disaster Recovery: Provides oversight for inventory control, property management, and disaster recovery programs to ensure business continuity and proper asset management.

Education and Experience:

Qualifications: Degree in IT, Business Administration, or a related field.

Experience:

• Proven knowledge of the IT services industry and delivery models.
• Hands-on experience in service delivery, operations, and client engagement.
• Exposure to outsourced IT environments, including service desk, field services, infrastructure, and data centers.

Technical Knowledge

• Strong understanding of business process management, service-level governance, and evolving IT trends.
• Familiar with service reporting, financial oversight, and operational controls.

Skills and Attributes

• Excellent interpersonal and communication skills.
• Strong leadership, adaptability, and conflict resolution ability.
• Customer-centric approach with discipline, initiative, and creative problem-solving.
• Open-minded, analytical, and committed to team development and service excellence.