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

# GM / DGM – Managed End-User Services (MES)Job Location:** Bangalore, IndiaExperience:** 12–18 YearsCompensation:** ₹25–40 LPA(864)Notice Period:** Up to 60 DaysShift:** Must be open to rotational shifts when required## Role OverviewWe 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 ProfileA 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 HR Head Screening COO Round CEO RoundSkills: vdi,itil v4 frameworks,image management,endpoint security,it service delivery,itsm processes,software distribution,managed services,patching,euc architecture,euc,slas and xlas,daas,endpoint management