Group Operations Manager - Service Delivery Management

HCL Technologies Limited; Canada; On-site; CAD 120,000 - 180,000; Full time

Job summary

HCLTech in Canada seeks a Group Operations Manager for EUC Service Delivery Management to lead desktop engineering, workplace services, and endpoint management across enterprise environments.

You will own SLAs, drive incident/problem/change management, and provide executive governance and reporting to ensure service excellence and client satisfaction.

Qualifications

• Experience leading EUC operations and large-scale service delivery.
• Proven ability to manage multi-vendor environments and transform workplace programs.
• Strong governance, reporting, and stakeholder management skills.

Responsibilities

• Own end-to-end EUC service delivery for customer accounts.
• Ensure achievement of SLA, KPI, CSAT, and contractual obligations.
• Drive Incident, Problem, Change, Request, and Asset Management processes.
• Lead service review meetings and executive governance forums.
• Ensure service continuity, operational resilience, and risk mitigation.
• Oversee EUC technologies and endpoint lifecycle management.

Skills

EUC Technologies

Microsoft Intune

MECM/SCCM

Windows Administration

Autopilot

Microsoft 365

Azure AD / Entra ID

Active Directory

Group Policy

OneDrive

Endpoint Security

ITSM & Operations

ServiceNow

ITIL

Incident Management

Problem Management

Change Management

Power BI

Excel Reporting

Service Dashboards

Executive Presentations

Job description

Group Operations Manager - Service Delivery Management Group Operations Manager - Service Delivery Management Canada Apply now Job Description Group Operations Manager - Service Delivery Management Others, Ontario

Job Summary

Job Responsibilities :

• Own end-to-end EUC service delivery for customer accounts.
• Ensure achievement of SLA, KPI, CSAT, and contractual obligations.
• Drive Incident, Problem, Change, Request, and Asset Management processes.
• Lead service review meetings and executive governance forums.
• Ensure service continuity, operational resilience, and risk mitigation.
• Manage workplace technologies including: Windows 10/11 endpoints, Microsoft Intune, MECM/SCCM, Microsoft 365, Azure AD / Entra ID, OneDrive, Mobile Device Management (MDM), Virtual Desktop solutions (AVD/Citrix/VMware Horizon).
• Oversee: Endpoint lifecycle management, Device provisioning and deployment, Endpoint compliance and security, Application packaging and deployment, Software asset management, Endpoint patching and vulnerability remediation.
• Lead global and regional EUC support teams.
• Manage L1, L2, and L3 support resources.
• Conduct performance reviews, mentoring, and career development.
• Build succession plans and drive capability development.
• Foster a culture of accountability and customer centricity.
• Act as a trusted advisor for clients and business stakeholders.
• Present service performance, risks, and improvement initiatives to leadership.
• Drive executive-level communication and governance.
• Manage escalations and ensure timely resolution.
• Identify automation and cost optimization opportunities.
• Lead workplace transformation programs.
• Drive Windows upgrades, EUC modernization, and digital workplace initiatives.
• Implement AI, automation, self-service, and shift-left strategies.
• Manage service budgets and financial targets.
• Monitor revenue, margins, productivity, and resource utilization.
• Support contract renewals, RFPs, and service expansion opportunities.
• Identify upsell and cross-sell opportunities.
• Ensure compliance with organizational policies and client requirements.
• Support audit activities and regulatory obligations.
• Drive endpoint security controls and remediation programs.
• Partner with Security, Infrastructure, and Application teams.

Job Summary :

The EUC Service Delivery Manager is responsible for leading End User Computing services across the enterprise, ensuring delivery excellence, operational stability, customer satisfaction, and continual service improvement. The role oversees desktop engineering, workplace services, endpoint management, application packaging, service desk integrations, mobility services, asset management, and endpoint security while ensuring compliance with contractual SLAs and business objectives. The individual will act as the primary interface between the customer, delivery teams, and key stakeholders, driving transformation initiatives, operational governance, and business outcomes.

Job Description :

• Strategic Thinking
• Executive Presence
• Customer Relationship Management
• People Leadership
• Risk Management
• Business Acumen
• Conflict Resolution
• Continuous Improvement Mindset

Skill Requirements

Skill Requirement :

• EUC Technologies
• Microsoft Intune
• MECM/SCCM
• Windows 10/11 Administration
• Autopilot
• Microsoft 365
• Azure AD / Entra ID
• Active Directory
• Group Policy Management
• OneDrive
• Endpoint Security Solutions
• ITSM & Operations
• ServiceNow
• ITIL Framework
• Incident Management
• Problem Management
• Change Management
• Knowledge Management Reporting & Governance
• Power BI
• Excel Reporting
• Service Dashboards
• Executive Presentations

Required Experience

• 10+ years of IT Infrastructure/EUC experience.
• 5+ years managing large-scale EUC operations.
• Experience handling global service delivery environments.
• Proven stakeholder and customer management experience.
• Experience managing multi-vendor environments.
• Experience leading transformation and workplace modernization programs.

Other Requirements

Other Requirement :

• SLA Compliance ≥ 95%
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Incident Reduction Trend
• Patching Compliance
• Vulnerability Remediation Performance
• Device Compliance Rate
• Change Success Rate
• Employee Productivity Improvement
• Financial Targets & Margin Achievement

Apply now Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.