GM / DGM Managed End-User Services (MES)

# GM / DGM – Managed End-User Services (MES)

**Job Location:** Bangalore, India
**Experience:** 12–18 Years
**Compensation:** ₹25–40 LPA(864)
**Notice Period:** Up to 60 Days
**Shift:** Must be open to rotational shifts when required

## Role Overview

We are seeking an experienced Managed End-User Services (MES) Delivery Leader to oversee end-to-end service delivery across End-User Computing (EUC), managed desktops, endpoint management, and DaaS/VDI environments.

The role requires strong operational leadership, technical understanding, client relationship management, and a focus on enhancing end-user experience through Experience-Level Agreements (XLAs), automation, and service excellence.

## Key Responsibilities

**1. Service Delivery & Operations**
- Lead multi-client service delivery across EUC, managed endpoint services, and DaaS/VDI environments.
- Ensure service quality, operational efficiency, and adherence to contractual SLAs and XLAs.
- Drive continuous improvement, operational governance, and risk mitigation.

**2. End-User Experience & XLA Management**
- Drive the transition from traditional SLA-based delivery to experience-driven service management.
- Monitor end-user productivity indicators, login times, application latency, and device performance.
- Use user experience metrics and endpoint telemetry to identify and resolve recurring issues.

**3. Automation & Operational Excellence**
- Leverage AIOps platforms, analytics, and automated ticket remediation to improve proactive issue resolution.
- Drive service desk automation, incident reduction, and productivity improvements.
- Promote standardisation and continuous service improvement across delivery operations.

**4. Client Management & Governance**
- Act as a senior escalation point for enterprise clients across India and the US.
- Lead service reviews, governance meetings, and performance reporting.
- Collaborate with account management teams to identify service expansion and growth opportunities.

**5. People Leadership**
- Lead delivery managers, technical leads, and service desk operations teams.
- Manage a delivery organisation spanning 50+ personnel.
- Build a performance-driven culture focused on accountability, client satisfaction, and operational excellence.

## Must-Have Skills & Experience

- 12–18 years of overall experience in IT service delivery, managed services, EUC, or related service operations.
- Strong understanding of EUC architecture, including:
- Virtual Desktop Infrastructure (VDI) and Desktop as a Service (DaaS)
- Managed desktops and endpoint management
- Patching and software distribution
- Image management and endpoint security
- Proven experience managing enterprise environments with **25,000+ endpoints**.
- Strong understanding of ITSM processes and ITIL v4 frameworks.
- Experience managing service delivery against strict SLAs and XLAs.
- Demonstrated client governance, escalation management, and stakeholder engagement skills.
- Experience leading large delivery teams, including delivery managers and technical leads.
- Stable employment history, with **3+ years in an organisation** as the stated requirement.
- Willingness to work rotational shifts when required.

## Nice-to-Have Skills

- Hands-on exposure to AIOps platforms and automated ticket remediation tools.
- Experience with endpoint telemetry, digital employee experience (DEX) analytics, and user productivity scorecards.
- Experience improving proactive incident resolution and reducing recurring service issues.
- Exposure to service transformation, process automation, and operational maturity initiatives.
- Experience supporting enterprise clients across multiple geographies, particularly India and the US.
- Experience identifying opportunities for service expansion and working with account management teams.

## Ideal Candidate Profile

A senior delivery professional who combines strong EUC domain knowledge with enterprise-scale managed services leadership, client-facing governance, automation-led operational improvement, and the ability to manage large teams and complex endpoint environments.

## Interview Process

1. HR Head Screening
2. COO Round
3. CEO Round