HCLTech is a leading global technology provider renowned for its pioneering innovation and next-generation digital solutions. Operating in over 60 countries with a workforce exceeding 200,000 professionals, HCLTech partners with the world’s foremost organizations to drive digital transformation, operational excellence, and sustainable business value. The company is guided by core values of trust, transparency, and a steadfast commitment to customer-centricity. HCLTech has been consistently recognized for its groundbreaking technologies, strong corporate governance, and dedication to fostering a diverse and inclusive workplace.
Overview of the Role
As the Group Operations Manager – Service Delivery Management for End User Computing (EUC), you will assume a strategic leadership role overseeing and optimizing EUC service delivery for global financial services clients. You will be responsible for ensuring operational excellence, service continuity, and outstanding customer satisfaction by implementing IT service management best practices, leading high-performing teams, and driving digital transformation initiatives. Acting as the primary interface between clients, internal delivery teams, and senior stakeholders, you will enable HCLTech to exceed service expectations and achieve key business outcomes.
Work Location: Toronto or Winnipeg - 5 days onsite
Detailed Responsibilities -
Service Delivery Management:
- Own end-to-end EUC service delivery across multiple customer accounts, ensuring alignment with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), Customer Satisfaction (CSAT), and contractual commitments.
- Lead execution of ITIL-based processes, including Incident, Problem, Change, Request, and Asset Management.
- Organize and chair service review meetings, executive governance forums, and continuous service improvement sessions.
- Proactively manage service continuity, operational resilience, and risk mitigation strategies.
End User Computing Operations:
- Oversee workplace technology operations, including Windows 10/11 endpoints, Microsoft Intune, MECM/SCCM, Microsoft 365, Azure AD / Entra ID, OneDrive, Mobile Device Management (MDM), and virtual desktop platforms (AVD/Citrix/VMware Horizon).
- Manage all aspects of endpoint lifecycle management, device provisioning/deployment, endpoint compliance/security, application packaging, software asset management, patching, and vulnerability remediation.
Team Leadership:
- Lead and develop global and regional EUC support teams (L1, L2, L3), ensuring high performance, accountability, and professional growth.
- Conduct performance reviews, mentoring, and career development planning.
- Build succession plans and foster a culture of capability development and customer centricity.
Customer & Stakeholder Management:
- Serve as a trusted advisor to clients and business stakeholders, presenting service performance, risk, and improvement initiatives.
- Drive executive-level communication, manage escalations, and ensure timely issue resolution.
Service Improvement & Transformation:
- Identify and lead automation opportunities, cost optimization, and workplace transformation programs.
- Drive Windows upgrades, EUC modernization, and digital workplace initiatives, including AI, automation, self-service, and shift-left strategies.
Financial & Commercial Management:
- Manage service budgets, monitor revenue, margins, productivity, and resource utilization.
- Support contract renewals, RFPs, service expansion, and identify upsell/cross-sell opportunities.
Compliance & Security
- Ensure compliance with organizational and client-specific policies and regulatory requirements.
- Support audit activities and drive endpoint security controls and remediation programs in partnership with Security, Infrastructure, and Application teams.
Skill Requirements -
Technical Skills:
- Deep expertise in EUC technologies: Microsoft Intune, MECM/SCCM, Windows 10/11 Administration, Autopilot, Microsoft 365, Azure AD / Entra ID, Active Directory, Group Policy Management, OneDrive, endpoint security solutions.
- Proficiency in ITSM and operations: ServiceNow, ITIL framework, Incident/Problem/Change/Knowledge Management.
- Experience with reporting and governance tools: Power BI, Excel, service dashboards, and executive presentations.
Qualifications & Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s preferred).
- Minimum 10 years of experience in IT Infrastructure/EUC, with at least 5 years managing large-scale EUC operations.
- Demonstrated experience in global service delivery environments and managing multi-vendor environments.
- Proven stakeholder and customer management expertise.
- Successful track record in leading transformation and workplace modernization programs.
- ITIL certification strongly preferred; additional certifications in relevant EUC technologies are advantageous.
Other Requirements (Optional)
- Proven commitment to SLA compliance (≥95%), high customer satisfaction (CSAT), first contact resolution (FCR), incident reduction, patching and vulnerability remediation performance, device compliance rate, and change success rate.
- Strong business acumen, strategic thinking, executive presence, and conflict resolution skills.
- Continuous improvement mindset and the ability to thrive in a dynamic, multicultural environment.
