Track Manager (Support & Operations)

Job Summary

DWP EUC Manager Experience 12-20 Years Work Mode India / Global Delivery Centers / Hybrid Primary Domain Digital Workplace, End User Computing, Endpoint Engineering, Workplace Operations Role Summary The DWP EUC Manager is responsible for leading End User Computing services across enterprise customer environments, ensuring stable operations, service excellence, governance compliance, automation adoption, and continuous modernization of digital workplace technologies. The role owns end-to-end delivery of EUC capabilities including endpoint management, modern device management, application packaging, virtualization, mobility services, workplace operations, file & print services, identity integration, and user experience management. The position acts as the primary interface between customer stakeholders, delivery leadership, technical SMEs, and partner organizations.

Key Responsibilities

Key Responsibilities Service Delivery & Operations Lead 24x7 EUC service delivery across global customer environments. Ensure SLA, OLA, KPI, service availability, and customer experience targets are consistently achieved. Govern Incident, Service Request, Problem, Change, Release, Knowledge, and Escalation Management processes. Conduct service reviews, governance meetings, operational reporting, and continuous service improvement reviews. Manage transition, stabilization, and BAU readiness for EUC services. EUC Technology Management Own or govern services across Microsoft Intune, SCCM/MECM, Windows endpoint management, Autopilot, software distribution, patching, imaging, mobility management, application packaging, Citrix, AVD/VDI, JAMF/Mac management, file & print services, and device lifecycle management. Ensure platform configuration, endpoint compliance, security posture, standard image management, catalog management, and endpoint engineering controls are operationally governed. Partner with architects and SMEs for service design, technical remediation, transformation roadmaps, and enterprise-scale changes. People Leadership & Capability Development Lead EUC technical teams, SMEs, track leads, and shift resources across multiple customer environments. Manage workforce planning, resource utilization, succession planning, cross-skilling, mentoring, and capability growth. Drive POD participation, knowledge sharing, SME enablement, and standardization across technologies. Customer & Stakeholder Management Act as customer-facing delivery leader for EUC services and participate in governance reviews, Steering Committees, and executive service reviews. Manage escalations, stakeholder expectations, service risks, and improvement plans with clear ownership and timelines. Identify opportunities for enhanced customer experience, value realization, automation, and productivity improvement. Automation, Shift-Left & Transformation Drive automation, self-heal, shift-left, AI-led operations, and digital workplace transformation initiatives. Promote ScaleTech delivery standards, reusable assets, SOPs, automation use cases, and operational best practices. Identify cost optimization, ticket reduction, productivity improvement, and continuous modernization opportunities. Governance, Risk & Compliance Ensure audit readiness, operational documentation quality, security alignment, and compliance with agreed processes. Maintain SOPs, runbooks, KEDBs, service reports, risk registers, RCA documentation, and governance evidence. Govern vulnerability remediation, endpoint security compliance, change success, and risk mitigation activities.

Skill Requirements

Technical Skills Required Category Skills Mandatory Skills Microsoft Intune; SCCM/MECM; Windows Endpoint Management; Microsoft 365 Workplace Services; Azure AD / Entra ID; Active Directory; Group Policy; Endpoint Security & Compliance; Software Deployment; Patch Management; Application Packaging; ITIL Service Management Preferred Skills Citrix; Azure Virtual Desktop; VDI; JAMF/Mac Management; Nexthink/DEX Platforms; PowerShell Automation; Power Platform; ServiceNow; Azure Services; File & Print Services; Modern Desktop Engineering Key Success Metrics ✓ SLA / OLA compliance ✓ Customer satisfaction and service experience ✓ Incident reduction and ticket backlog control ✓ Automation and shift-left savings ✓ Change success rate and zero failed changes ✓ Security and endpoint compliance ✓ Service availability and operational stability ✓ Knowledge management and documentation maturity ✓ Resource utilization and capability growth Leadership Competencies Service delivery ownership and governance discipline Executive communication and customer front-ending Stakeholder and escalation management Problem solving, decision making, and risk ownership People leadership, coaching, mentoring, and succession planning Continuous improvement mindset and automation-first thinking

Other Requirements

NA