Regional Service Delivery Manager

Job Description: Regional Service Manager
Location: Pune, India
Job Overview
The Regional Service Manager will be responsible for overseeing all aspects of onsite desktop support and dispatch services provided by Client across the India. This position requires a dynamic and experienced IT professional with a robust background in end user computing (EUC) services, desk side support, and device lifecycle management. The successful candidate will ensure the effective delivery of high-quality support services in alignment with the contractual obligations outlined in the reference schedules.
Key Responsibilities
Service Management: Oversee the provision of Desk Side Support and Tech Bar Services, ensuring adherence to the service levels and quality standards specified.
Device Lifecycle Management: Manage the asset management, stock management, refresh, OS build and deployment as specified.
Operational Control and Compliance: Ensure compliance with the Bank’s global operational controls and policies, assisting in the development and maintenance of key procedures required to support the EUC environment effectively.
Incident Resolution and Request Fulfilment: Provide onsite support for hardware and software issues, ensuring timely resolution of incidents and requests, and maintaining thorough documentation of actions taken.
Customer Relationship Management: Foster strong relationships with stakeholders, ensuring clear communication and a high level of customer satisfaction through regular updates and feedback loops.
Continuous Service Improvement: Proactively identify opportunities for service improvement and recommend changes to enhance efficiency, effectiveness, and customer satisfaction.
Cost Optimization Focused: Ensure efficient use of resources and maximize cost-effectiveness.
Project Management: Manage and coordinate IMAC (Installations, Moves, Adds, and Changes) activities, ensuring alignment with business requirements and timely execution of tasks.
Reporting and Documentation: Maintain accurate records of service activities, asset management, and compliance with service level agreements (SLAs), providing regular reports to senior management.
Staff Management: Lead and motivate a team of support engineers across locations, ensuring appropriate training, certification, and development opportunities to enhance team performance.
Key Skills and Qualifications
Bachelor's degree in Information Technology, Computer Science, or extensive experience in related field.
A minimum of ten years' experience in IT service management within the financial services sector, ideally in a managed services setting, with an emphasis on desk side support, TechBar Services, and device lifecycle management.
Demonstrated expertise in managing End-User Computing (EUC) devices, including desktops, laptops, and Virtual Desktop Infrastructure (VDI).
Deep understanding of desktop environments, OS builds Windows and MacOS, refresh cycles, and hardware/software troubleshooting
Experienced in hardware asset management processes and utilization of Configuration Management Database (CMDB) tools.
Well versed with using ServiceNow ITSM tool for ticket and asset management
Proficient with Windows 11, and Apple MacOS infrastructure.
Extensive experience in SCCM, Intune, Azure deployment
Experience with Active Directory administration
Leadership: Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
Communication: Excellent verbal and written communication skills, with the ability to interact effectively with stakeholders at all levels.
Problem-Solving: Strong analytical and problem-solving skills, with the ability to resolve complex technical issues promptly.
Customer Focus: A strong commitment to customer service excellence and continuous improvement.
Certifications: Relevant certifications such as ITIL, PMP are highly desirable.
Additional Responsibilities
Travel within India between End client sites and Client offices as needed
Coordinate the provision of proactive and reactive monitoring and troubleshooting to identify and resolve potential issues before they impact users.
Collaborate with cross-functional teams to deliver integrated support services, ensuring consistency and quality across all Bank sites.
Implement and manage processes for the replacement of lost, stolen, or damaged EUC devices, ensuring compliance with Bank policies and standards.
Support major incidents and provide assistance with remediation activities, ensuring minimal disruption to business operations.
This job description is designed to provide a comprehensive overview of the responsibilities and qualifications required for the role of Regional Service Manager. The successful candidate will play a critical role in ensuring the delivery of high-quality IT support services, contributing to the overall success of the organization.