Service Delivery Manager - End User Computing (EUC)

About the role

NCS, a technology services firm operating across the Asia Pacific region, is looking for an experienced Service Delivery Manager to lead its End User Computing (EUC) function. The role owns the end-to-end delivery of desktop engineering and support services, manages a team of Ops Leads and engineers, drives operational governance and acts as the main point of contact for stakeholders on EUC service matters.

Key responsibilities

• Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching and lifecycle management
• Monitor and manage SLAs, KPIs and service quality metrics, and drive continuous improvement
• Oversee incident and escalation management
• Manage, coach and develop a team of EUC engineers, handle performance reviews, PIPs and workforce planning
• Serve as the escalation point for business stakeholders and manage vendor and third-party relationships
• Maintain service delivery governance, prepare service reviews and reports, ensure compliance with IT policies and security standards, and keep asset and CMDB data accurate

Required profile

• Degree in Information Systems, Computer Science or equivalent
• 4+ years in IT service delivery, desktop engineering or EUC leadership roles
• Proven experience managing teams in a support/operations environment
• Experience handling performance management, including PIP processes
• Proficiency in written and spoken English
• CAT 2 clearance

Required skills

• Familiarity with EUC toolsets such as Intune, SCCM or equivalent endpoint management platforms
• Working knowledge of ITSM platforms such as ServiceNow
• Understanding of asset/lifecycle management and CMDB practices
• Knowledge of process improvement methodologies and SDLC
• ITIL V4 Foundation certification preferred