Technical Service Delivery Lead

As the Technical Service Delivery Lead for Modern Device Management and Seamless Collaboration, you will play a crucial role in ensuring efficient and effective technology operations. You will bring hands-on experience in software deployment and patch roll-out using systems management tools, particularly Microsoft Configuration Manager, with a preference for In-tune. Additionally, you will be responsible for the migration to and management of Azure Virtual Desktop (AVD) solutions.

In this role, you will serve as the primary point of contact for troubleshooting infrastructure and client issues, ensuring compliance with custom reporting capabilities. Your responsibilities will also include assessing, planning, and upgrading the system management tools to maintain their evergreen status and leverage new features.

Accountability and Responsibility : -

• Strong experience in Microsoft 365 stack on In-tune, Endpoint manager, Office 365, Collaboration tools.


• Strong experience in AVD (Azure Virtual Desktop).


• Management of and preferably migration to AVD experience.


• Experience in managing a team of 20 or more members preferred.


• Set career path, training, and engagement of people in their respective domains and cross-functional.


• Rewards and recognition for the outstanding performers to ensure motivation.


• Resource hiring/alignment to projects


• Accountable for achieving delivery goals (customer-specific SLA and KPIs) in large and complex enterprise environments involving different tools and technologies.


• Drive Evergreen process to keep the estate up to date.


• Drive technology roadmap for client estate and future state of operations.


• Drive client satisfaction using continuous service improvements in technology and process.


• Period reporting of SLA / KPIs and monthly service performance review with customers


• Escalation management


• Engage with clients on business needs and build necessary IT solutions / improvements / scope extension.


• Represent End user computing & workspace teams in client / external audits.


• Develop the standard processes for Incident and Change Management as to be followed in operations for End user computing group and adherence to ITIL (Information Technology Infrastructure Library) guidelines.


• Define, measure & report productivity and quality KPIs (and related KPI goals), for team as well as the mechanism to track them.


• Identify cost optimisation opportunities via automation and river efficiency.
  
  Strong understanding of ITIL, specific to Change and Release management.


• Experience in managing large scale transition projects.


• Ability and willingness to take direction from team Lead, SDM and Client Executives


• Ability to work in a team environment.


• Able to adapt to a changing technical environment.


• Ability to coach other members of team in their area of expertise.


• Ability to communicate clearly with all team members and end-users.


• Ability to work with a sense of urgency.


• Customer facing presentation and consulting skills.


• Strong knowledge of Microsoft PowerShell


Certifications:

• ITIL Foundation (optional),


• Microsoft 365 certifications preferred.
  
  Unisys was named a Leader in the 2020 Gartner Magic Quadrant for Managed Workplace Services, North America.


Unisys won the 2020 Microsoft Global Partner of the Year Award in the Modern Workplace - Modern Endpoint Management category.

Unisys won the 2020 Asia-Pacific Stevie Awards in the categories of Innovation in Technology Management, Planning & Implementation and Innovation in Business-to-Business Products & Services.

Unisys was recognized as a Top 100 Global Outsourcing Company by IAOP for the 15th consecutive year.

Unisys was named to the Forbes America's Best Employers for Diversity 2021 list.

Unisys won the 2021 Artificial Intelligence Breakthrough Award for Best Chatbot Solution.

Unisys was named a Leader in the NelsonHall 2020 Next Generation End-User Computing Services report.

Unisys was named one of America's Best Employers for Women by Forbes in 2023.

Competitive compensation and benefits: Unisys offers competitive compensation packages and benefits to their employees, including healthcare, retirement plans, paid time off and compensation.

Innovative and challenging work: Unisys is a company that is constantly pushing the boundaries of technology, which means that you will have the opportunity to work on innovative and challenging projects.

Collaborative culture: Unisys has a collaborative and inclusive work culture, which means that you will have the chance to work with people from diverse backgrounds and learn from their expertise.

Employee development: Unisys is committed to investing in their employees' professional growth and development, offering training and development opportunities, mentorship programs, and leadership development programs.

Industry expertise: Unisys has deep expertise in various industries, including financial services, healthcare, government, and transportation. This means that you will have the opportunity to work on projects in your industry of interest and learn from experienced colleagues who understand the unique challenges and opportunities of your industry.

Social responsibility: Unisys is committed to social responsibility and sustainability, which means that you will have the opportunity to work for a company that is making a positive impact on the world