Regional Service Delivery Manager

Job Description: Regional Service ManagerLocation: Pune, IndiaJob OverviewThe Regional Service Manager will be responsible for overseeing all aspects of onsite desktop support and dispatch services provided by Client across the India. This position requires a dynamic and experienced IT professional with a robust background in end user computing (EUC) services, desk side support, and device lifecycle management. The successful candidate will ensure the effective delivery of high-quality support services in alignment with the contractual obligations outlined in the reference schedules.Key Responsibilities- Service Management: Oversee the provision of Desk Side Support and Tech Bar Services, ensuring adherence to the service levels and quality standards specified. - Device Lifecycle Management: Manage the asset management, stock management, refresh, OS build and deployment as specified. - Operational Control and Compliance: Ensure compliance with the Bank’s global operational controls and policies, assisting in the development and maintenance of key procedures required to support the EUC environment effectively. - Incident Resolution and Request Fulfilment: Provide onsite support for hardware and software issues, ensuring timely resolution of incidents and requests, and maintaining thorough documentation of actions taken. - Customer Relationship Management: Foster strong relationships with stakeholders, ensuring clear communication and a high level of customer satisfaction through regular updates and feedback loops. - Continuous Service Improvement: Proactively identify opportunities for service improvement and recommend changes to enhance efficiency, effectiveness, and customer satisfaction. - Cost Optimization Focused: Ensure efficient use of resources and maximize cost-effectiveness. - Project Management: Manage and coordinate IMAC (Installations, Moves, Adds, and Changes) activities, ensuring alignment with business requirements and timely execution of tasks. - Reporting and Documentation: Maintain accurate records of service activities, asset management, and compliance with service level agreements (SLAs), providing regular reports to senior management. - Staff Management: Lead and motivate a team of support engineers across locations, ensuring appropriate training, certification, and development opportunities to enhance team performance.Key Skills and Qualifications- Bachelor's degree in Information Technology, Computer Science, or extensive experience in related field. - A minimum of ten years' experience in IT service management within the financial services sector, ideally in a managed services setting, with an emphasis on desk side support, TechBar Services, and device lifecycle management. - Demonstrated expertise in managing End-User Computing (EUC) devices, including desktops, laptops, and Virtual Desktop Infrastructure (VDI). - Deep understanding of desktop environments, OS builds Windows and MacOS, refresh cycles, and hardware/software troubleshooting - Experienced in hardware asset management processes and utilization of Configuration Management Database (CMDB) tools. - Well versed with using ServiceNow ITSM tool for ticket and asset management - Proficient with Windows 11, and Apple MacOS infrastructure. - Extensive experience in SCCM, Intune, Azure deployment - Experience with Active Directory administration - Leadership: Strong leadership and team management skills, with the ability to motivate and develop a high-performing team. - Communication: Excellent verbal and written communication skills, with the ability to interact effectively with stakeholders at all levels. - Problem-Solving: Strong analytical and problem-solving skills, with the ability to resolve complex technical issues promptly. - Customer Focus: A strong commitment to customer service excellence and continuous improvement. - Certifications: Relevant certifications such as ITIL, PMP are highly desirable.Additional Responsibilities- Travel within India between End client sites and Client offices as needed - Coordinate the provision of proactive and reactive monitoring and troubleshooting to identify and resolve potential issues before they impact users. - Collaborate with cross-functional teams to deliver integrated support services, ensuring consistency and quality across all Bank sites. - Implement and manage processes for the replacement of lost, stolen, or damaged EUC devices, ensuring compliance with Bank policies and standards. - Support major incidents and provide assistance with remediation activities, ensuring minimal disruption to business operations.This job description is designed to provide a comprehensive overview of the responsibilities and qualifications required for the role of Regional Service Manager. The successful candidate will play a critical role in ensuring the delivery of high-quality IT support services, contributing to the overall success of the organization.

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