Device Support Delivery Manager

SHI Solutions India Pvt. Ltd.; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

SHI Solutions India Pvt. Ltd. is seeking a Device Support Delivery Manager in Bangalore to lead end-user device operations, deployment, and lifecycle management across desktops, laptops, and mobile devices.

You will drive initiative in Autopilot, Intune, ABM, and JAMF Pro, manage incidents and changes per ITIL, and mentor a global device support team. This role requires strong vendor engagement and process documentation.

Qualifications

• Experience leading end-user device management programs.
• Proven track record in large-scale device deployment.
• Strong knowledge of Intune, Autopilot, ABM, and JAMF.
• Familiarity with ITIL incident and change processes.
• Experience with vendor management and OEM hardware.

Responsibilities

• Manage end-to-end delivery of end-user device support and deployment services.
• Oversee lifecycle management of desktops, laptops, and mobile devices.
• Lead operations for Autopilot, Intune, JAMF, ABM.
• Define KPIs, SLAs, and compliance standards.
• Collaborate with vendors for procurement and warranty support.
• Mentor device support team and prepare SOPs.
• Provide regular updates and reports to management.

Job description

Position

Device Support Delivery Manager

Location: Bangalore

Department: IT Infrastructure / End User Computing

Overview

The Device Support Delivery Manager will lead end‑user device operations, deployment, and lifecycle management for enterprise desktops, laptops, and mobile devices. The role requires strong technical expertise in device management technologies such as Microsoft Intune, Autopilot, Apple Business Manager (ABM), and JAMF, along with proven experience in managing large‑scale device deployment and support programs.

Key Responsibilities

• Manage end‑to‑end delivery of end‑user device support and deployment services.
• Oversee lifecycle management of desktops, laptops, and mobile devices, including provisioning, configuration, patching, and retirement.
• Lead technical operations for Windows Autopilot, Microsoft Intune, JAMF, and Apple Business Manager (ABM).
• Ensure timely resolution of incidents, requests, and escalations related to end‑user devices.
• Define and monitor key performance indicators (KPIs), SLAs, and compliance standards.
• Collaborate with OEMs and vendors for device procurement, warranty support, and issue resolution.
• Drive continuous improvement initiatives in device support processes and automation.
• Prepare and maintain Standard Operating Procedures (SOPs) and documentation.
• Provide regular updates, reports, and presentations to management and stakeholders.
• Mentor and guide the device support team to ensure high‑quality service delivery.

Technical Skills

• Strong knowledge of Windows and macOS operating systems.
• Hands‑on experience with Microsoft Autopilot, Microsoft Intune, Apple Business Manager (ABM), and JAMF Pro.
• Familiarity with imaging, software deployment, and patch management tools.
• Understanding of the ITIL framework, incident and change management processes.
• Knowledge of OEM products such as Dell, HP, Lenovo, and Apple hardware.

Soft Skills & Communication

• Excellent written and verbal English communication skills.
• Strong stakeholder and vendor management capabilities.
• Ability to work cross‑functionally with global teams.
• Leadership and team management experience.
• Analytical thinking, problem‑solving, and decision‑making skills.

Educational Qualification

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Relevant certifications preferred: Microsoft Certified: Endpoint Administrator, JAMF Certified Tech, ITIL Foundation, etc.

Preferred Background

• Experience working in large enterprises or global IT environments.
• Exposure to hybrid device management (on‑premises and cloud).
• Prior experience leading a device support or endpoint management team.