Job Description

Must Have Technical/Functional Skills

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

Zone Manager

Quick Overview