Service Delivery Manager-Workplace Services

Key Responsibilities Service Delivery & Tech Support Manage End-User Computing (EUC) services like laptops, desktops, and mobile devices. Ensure daily technical support tickets are solved quickly and correctly. Meet all agreed-upon business timelines and quality targets (SLAs and KPIs). Keep employee satisfaction scores high across the organization. Audio-Visual (AV) Support Oversee the technology in meeting rooms, boardrooms, and town hall spaces. Ensure video conferencing tools (like Microsoft Teams and Zoom) work without interruption. Plan regular checks on AV hardware to prevent failure during important meetings. Asset Management Track the entire lifecycle of hardware and software from purchase to disposal. Maintain an accurate, up-to-date inventory of all IT equipment. Handle refreshing old devices and managing software licenses to stay compliant. Vendor & Partner Coordination Manage relationships with external IT hardware and service providers. Hold regular meetings to review vendor performance against contracts. Handle escalations when vendors do not meet company standards. Qualifications and Skills Education: Bachelors degree in Computer Science, IT, or a related field. Experience: Proven experience leading desktop support or workplace tech teams. Certifications: ITIL v3 or v4 certification is highly preferred. Tech Skills: Strong knowledge of Windows/Mac OS, Active Directory, and SCCM/Intune. AV Knowledge: Familiarity with Crestron, Cisco, Poly, or similar AV systems. Soft Skills: Excellent English communication skills to talk with global leaders. Preferred candidate profile