Zone Manager

Must Have Technical/Functional Skills

End to end EUC / Workplace service delivery management

Multi country / multi site operational oversight

Incident, escalation, and SLA management

Field technician and vendor operations management

ITIL based service management (Incident, Problem, Change)

Stakeholder and customer relationship management

Performance monitoring, reporting, and governance

Continuous improvement and service optimization

Roles & Responsibilities

Own end to end EUC service delivery across the assigned zone, ensuring consistent support for end user devices, peripherals, and workplace services

Ensure SLA, KPI, and service quality compliance for incidents, service requests, IMACD, and break fix activities

Act as the single point of accountability for EUC operations within the zone

Manage and coordinate Field Technicians (FTs), site support teams, and vendors to ensure adequate coverage and timely resolution

Assign and prioritize work for critical incidents, Top locations, and business impacting issues

Oversee site onboarding, offboarding, managed/unmanaged transitions, and refresh activities

Lead and manage P1 / P2 incident escalations, ensuring rapid resolution and stakeholder communication

Conduct operational governance, including service reviews, performance tracking, and compliance audits

Ensure adherence to standard EUC tools, processes, and security policies

Drive problem management, RCA, and preventive actions to reduce repeat incidents

Collaborate with regional and global teams on EUC transformation initiatives, automation, and standardization

Identify and implement continuous improvement and cost optimization opportunities

Build and maintain strong stakeholder relationships with business, IT leadership, and vendors

Provide regular operational reports, dashboards, and executive updates

Salary Range-$70,000-$80,000 a year

#LI-KR3

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Role: Project Manager

Desired skills: EUC

Experience: 8 - 10 Years

Job function: TECHNOLOGY

Location: Chicago, IL

Salary range: $70,000–$80,000

Apply by: 2026-08-15 00:00:00