EUC Tower Lead

Tata Consultancy Services; Hyderabad; On-site; INR 2,200,000 - 3,400,000; Full time

Job summary

Tata Consultancy Services is seeking an EUC Tower Lead to oversee end-to-end delivery, governance, and transformation of End User Computing services across a global enterprise. You will lead workplace endpoints, Microsoft 365, endpoint management, mobility, printing, VDI, asset lifecycle, VIP support, and onsite services, interfacing with customers, vendors, and internal stakeholders.

The role requires strong service-delivery leadership, customer management, commercial awareness, governance, and

Qualifications

• Extensive experience in EUC service-delivery and tower management.
• Strong governance, SLA/KPI oversight, and service improvements.
• Global, multi-location coordination and customer governance is required.

Responsibilities

• Define and operate EUC delivery governance.
• Monitor SLAs, KPIs, and service performance.
• Lead geographically distributed L1–L3 teams and SMEs.
• Ensure incident management, security compliance, and change control.
• Drive automation, standardisation, and cost-optimisation initiatives.
• Report to customer and internal leadership with executive summaries.

Skills

EUC expertise

Tower leadership

Delivery governance

Stakeholder mgmt

ITIL familiarity

Microsoft 365

Tools

Intune

SCCM

VDI

PowerShell

Job description

Role & responsibilities

1. Job Description EUC Tower Lead

Job Title

End User Computing (EUC) Tower Lead / Digital Workplace Tower Lead

Role Summary

The EUC Tower Lead is accountable for the end-to-end delivery, governance, performance, transformation, and continuous improvement of End User Computing services across a global enterprise environment.

The role leads services covering workplace endpoints, Microsoft 365, endpoint management, application packaging, mobility, printing, virtual desktops, EUC security, asset lifecycle management, VIP support, and related onsite services. The Tower Lead acts as the primary interface between the customer, service delivery teams, technology SMEs, vendors, and internal stakeholders.

The position requires strong service-delivery leadership, customer management, commercial awareness, operational governance, and sufficient technical understanding to direct EUC operations and transformation programmes.

Key Accountabilities

• Own end-to-end EUC tower service delivery and ensure compliance with contractual scope, SLAs, KPIs, OLAs, security standards, and governance requirements.
• Act as the primary customer-facing owner for EUC services, escalations, service reviews, risks, improvement plans, and transformation initiatives.
• Lead geographically distributed L1, L2, L3, onsite-support, engineering, and SME teams.
• Ensure service continuity, operational stability, user experience, security compliance, and timely resolution of major incidents.
• Own tower-level capacity, resource, financial, vendor, risk, and performance management.
• Drive automation, standardisation, shift-left, self-service, proactive support, and cost-optimisation initiatives.
• Manage the transition and transformation roadmap for modern workplace services.
• Ensure clear accountability across internal teams, customer teams, OEMs, telecom providers, leasing partners, software vendors, and other service providers.
• Provide executive-level reporting and recommendations to customer and internal leadership.

These expectations reflect current EUC leadership roles that combine global customer management, SLA governance, team leadership, reporting, financial control, projects, and oversight of Microsoft 365, SCCM/Intune, VDI, application packaging, OS build, and software distribution.

Scope of Services

The Tower Lead should be capable of governing the following service areas:

• Windows endpoint management and lifecycle services
• Microsoft Intune and Configuration Manager/SCCM
• Windows Autopilot and modern device provisioning
• Windows 11 servicing, patching, feature updates, and security baselines
• Application packaging and software distribution
• Microsoft 365 services, including Teams, Exchange Online, SharePoint Online, and OneDrive
• Mobile device management and mobile application management
• Microsoft Entra ID integration and Conditional Access dependencies
• Endpoint security, encryption, compliance, vulnerability remediation, and DLP coordination
• Physical and virtual desktop services, including VDI, Azure Virtual Desktop, and Windows 365 where applicable
• Hardware procurement, leasing, asset management, CMDB accuracy, refresh, and secure disposal
• Printing and peripheral services
• VIP and executive support
• Onsite and remote workplace support
• EUC software asset and licence management
• Vendor and third-party service coordination
• Backup and restoration services for Microsoft 365 where applicable
• Major incident, problem, change, release, request, and knowledge management

Key Responsibilities

Service Delivery and Governance

• Define and operate the EUC delivery governance model.
• Monitor achievement of SLAs, KPIs, service credits, user-experience measures, security metrics, and operational targets.
• Chair or support daily, weekly, monthly, and quarterly service reviews.
• Track risks, issues, dependencies, audit actions, contractual obligations, and service-improvement commitments.
• Ensure timely publication of dashboards, scorecards, service reports, capacity reports, and executive summaries.
• Maintain operational readiness, support coverage, escalation mechanisms, and crisis-management procedures.
• Ensure delivery teams follow ITIL processes and customer-approved procedures.
• Validate that operational documentation, SOPs, runbooks, knowledge articles, and support models remain current.
• Manage service acceptance and operational readiness for new or changed services.

Customer and Stakeholder Management

• Build trusted relationships with customer technology, workplace, security, procurement, finance, HR, facilities, and business stakeholders.
• Translate customer needs into service priorities, operational plans, and technology roadmaps.
• Communicate service performance, risks, investments, dependencies, and improvement opportunities clearly.
• Manage customer escalations and ensure ownership through resolution and closure.
• Coordinate with other infrastructure towers, including service desk, network, hosting, cloud, IAM, security, applications, and onsite support.
• Present business cases and recommendations to senior stakeholders.

People and Resource Management

• Lead, coach, and develop tower managers, team leads, engineers, SMEs, and support teams.
• Define role structures, skill requirements, staffing plans, succession plans, and training roadmaps.
• Manage demand, utilisation, shift coverage, leave coverage, attrition risks, and critical-skill dependencies.
• Ensure resources are appropriately skilled and certified for supported technologies.
• Conduct regular performance, quality, productivity, and capability reviews.
• Promote documentation, knowledge sharing, cross-skilling, and reduction of key-person dependency.

Operational Excellence

• Oversee incidents, service requests, problems, changes, releases, events, and operational activities.
• Act as tower owner during major incidents and coordinate technical recovery, communication, root-cause analysis, and corrective actions.
• Improve first-contact resolution, remote-resolution rate, request fulfilment time, patch compliance, application deployment success, and device compliance.
• Reduce repeat incidents through problem management and permanent corrective actions.
• Ensure backlog ageing, change failure, incident recurrence, and SLA-breach trends are analysed and addressed.
• Establish quality controls for endpoint builds, application packages, patches, policies, and device configurations.
• Ensure CMDB, asset, licence, warranty, lease, stock, and user-assignment records are accurate.

Technology Strategy and Transformation

• Define the EUC strategy and multiyear transformation roadmap in alignment with enterprise architecture and business priorities.
• Drive transition from legacy endpoint management to Intune co-management or cloud-native management, where appropriate.
• Sponsor Windows Autopilot, zero-touch provisioning, Windows update modernisation, endpoint analytics, and digital employee experience initiatives.
• Guide adoption of virtual desktop, Windows 365, Microsoft 365, collaboration, automation, and self-service capabilities.
• Ensure technology decisions support security, scalability, supportability, resilience, and user experience.
• Review end-of-life and end-of-support risks and direct remediation plans.
• Evaluate emerging workplace technologies and recommend viable adoption opportunities.

Security, Risk, and Compliance

• Ensure EUC services comply with enterprise security policies, regulatory requirements, technology standards, and contractual controls.
• Monitor encryption, endpoint protection, patching, vulnerability, configuration, antivirus, DLP, privileged-access, and device-compliance posture.
• Coordinate security-incident remediation and evidence collection.
• Ensure audit findings, policy exceptions, and vulnerabilities are assigned, tracked, and closed.
• Work with security and IAM teams on Conditional Access, MFA, certificate, privileged endpoint, and identity-related dependencies.
• Ensure secure device retirement, data wiping, and disposal evidence.
• Maintain appropriate disaster-recovery, business-continuity, and operational-resilience procedures.

Financial and Commercial Management

• Own or support tower budgeting, forecasting, resource costs, licence costs, hardware costs, vendor costs, and cost optimisation.
• Track contractual scope, assumptions, volumes, out-of-scope requests, and change-control requirements.
• Identify productivity and profit-improvement opportunities through automation, standardisation, demand reduction, and tooling optimisation.
• Support contract renewals, proposals, service changes, and commercial discussions.
• Validate vendor invoices, licence consumption, asset charges, and service volumes where applicable.

Vendor Management

• Govern OEMs, leasing partners, hardware suppliers, telecom providers, print vendors, software vendors, and specialist support partners.
• Review vendor SLA achievement, delivery quality, incidents, open actions, risks, financials, and improvement plans.
• Escalate recurring vendor failures and ensure corrective actions are implemented.
• Coordinate warranty, repair, replacement, stock, logistics, and lifecycle activities.

Automation and Continual Improvement

• Maintain a prioritised Continual Service Improvement register.
• Drive PowerShell, Microsoft Graph, Power Automate, service-management workflow, self-healing, and reporting automation.
• Promote proactive monitoring, predictive support, software rationalisation, and device-experience analytics.
• Quantify improvement benefits through effort reduction, cost avoidance, SLA improvement, compliance improvement, or user-experience gains.
• Establish innovation governance and ensure proofs of concept progress to production outcomes.

Deliverables

• EUC service delivery plan
• Tower operating model and organisation structure
• Governance calendar and service-review packs
• SLA, KPI, experience, capacity, and security dashboards
• Risk, issue, dependency, and escalation register
• Continual Service Improvement roadmap
• Technology and lifecycle roadmap
• Resource and skills plan
• Cost and productivity plan
• Vendor performance reviews
• Major incident and problem trend reports
• Audit and compliance action tracker
• Automation and innovation pipeline
• Transition and transformation plans

Key Performance Indicators

• SLA and KPI achievement
• Customer satisfaction and end-user satisfaction
• Major incident frequency and recovery time
• Incident recurrence and problem backlog
• Request fulfilment turnaround time
• Patch, encryption, antivirus, and device-compliance levels
• Application deployment success rate
• Device provisioning lead time
• CMDB and asset inventory accuracy
• Aged ticket and change backlog
• Change success rate
• Automation and productivity benefits
• Cost adherence and savings
• Vendor SLA performance
• Audit and vulnerability closure
• Team utilisation, capability, retention, and succession readiness

Required Experience

• Typically 12–18 years of IT infrastructure or digital workplace experience.
• At least 5–8 years in EUC service-delivery, operations, tower-management, or programme-leadership roles.
• Experience managing large-scale, global, multi-vendor EUC environments.
• Demonstrated experience leading technical and operational teams across locations and support levels.
• Strong experience in customer governance, SLA management, escalations, major incidents, financial management, and service improvement.
• Experience delivering endpoint-modernisation, Microsoft 365, Intune, Windows migration, VDI, or workplace-transformation programmes.