EUC Delivery Manager

Job Description EUC Delivery Manager

The EUC Onsite Delivery Manager is responsible for managing and overseeing all EUC services delivered from onsite, nearshore, and offshore teams. This role ensures high-quality service delivery across Service Desk, Desktop Support (onsite and remote), Mobility Support, Virtual Platforms, Messaging & Collaboration, AV Room Support, EUC Engineering, and SharePoint services. The manager acts as the primary onsite customer interface and is accountable for operational excellence, SLA adherence, team coordination, and service improvement initiatives.

The role also includes revenue growth responsibilities, focusing on identifying and driving incremental revenue opportunities and supporting account expansion strategies.

10–12 years of EUC operations experience with 5+ years in leadership roles. Experience managing multi‑shore teams, 3rd‑party contractors, escalations, governance, project delivery, and EUC transformation programs. Strong ability to articulate short‑ and long‑term costs, benefits, and risks of EUC.

• Manage and deliver EUC team productivity across onsite, offshore, and nearshore teams.
• Deliver EUC services across all customer sites, ensuring consistency and operational excellence.
• Provide executive technical support and act as the senior technical escalation point.
• Stay current with EUC technologies and identify opportunities to enhance business value.
• Liaise with global IT teams to align and improve EUC strategies.
• Provide vendor management services and oversee vendor performance.
• Ensure EUC projects are delivered on time and within budget.
• Lead EUC problem management and act as first escalation point for vendors, customers, and senior management.
• Operate in alignment with organizational methodologies, policies, and compliance standards (including SOX).
• Develop and maintain documentation, operating procedures, and knowledge articles.
• Support project teams in leveraging EUC infrastructure for programs and initiatives.
• Manage EUC teams in North America and onsite contractors, ensuring performance and service stability.
• Understand and articulate short- and long‑term costs, risks, and benefits of EUC solutions.
• Ensure adherence to processes defined by client and TCS.
• Demonstrate flexibility to adapt to TCS work culture.
• Collaborate effectively as a strong team player across distributed teams.
• Take proactive ownership in identifying improvements in process, service delivery, technology, customer satisfaction, and cost optimization.
• Exhibit strong customer and vendor handling skills.
• Support incremental revenue initiatives through service expansion, value‑add proposals, and transformation programs.
• Good understanding of ITIL‑based Incident, Request, Change, and Problem Management.
• ITIL Foundation Certification preferred.
• Leadership Certifications preferred (PMP, People Leadership, Situational Leadership, Leading High‑Performance Teams).
• Strong communication, stakeholder management, analytical skills, and adaptability.

$95,000–$110,000 a year

BACHELOR OF COMPUTER SCIENCE