EUC Delivery Lead

Role Overview

We are seeking a highly experienced EUC Delivery Lead to take end-to-end accountability for the delivery, operational performance and transformation of a complex, globally distributed End User Computing (EUC) / End User Services (EUS) environment.

The successful candidate will be responsible for the full EUC service lifecycle, spanning Service Desk, L1.5 Remote Support, Deskside Support, Endpoint Management, Hardware & Software Asset Management, Application Packaging, Modern Device Management and Virtual Desktop Services.

This is a senior delivery leadership position requiring demonstrated experience managing large-scale, multi-geography EUC operations, complex managed-service environments, senior client relationships and commercially significant engagements.

The role will also lead the continued evolution of the EUC function through automation, AI Ops, Generative AI, Left Shift, Digital Employee Experience and continual service improvement.

Key Responsibilities

1. Global EUC Delivery Leadership

Own the end-to-end delivery and operational performance of global EUC/EUS services across multiple countries and time zones.

Provide leadership across:Service DeskL1.5 Remote SupportDeskside SupportEndpoint OperationsHardware Asset ManagementSoftware Asset ManagementApplication PackagingModern Device ManagementVirtual Desktop Services

Establish clear service ownership, governance and accountability across geographically distributed teams.

Ensure consistent achievement of SLA, KPI, CSAT, TTR and MTTR targets.

Manage major escalations, operational risks and recurring service issues.

Conduct structured root-cause analysis and implement sustainable corrective actions.

Maintain a strong record of operational stability and contractual compliance.

2. Modern Workplace & Endpoint Management

Provide delivery leadership across modern endpoint environments involving Microsoft Intune, MDM/WDM and Azure Virtual Desktop (AVD).

Oversee endpoint provisioning, configuration, lifecycle management and operational support.

Govern application packaging and deployment across the end-user environment.

Drive standardisation of endpoint processes, tools and operating procedures across regions.

Ensure effective integration between endpoint, service desk, deskside and asset-management functions.

Continuously identify opportunities to improve endpoint reliability, user experience and operational efficiency.

3. Asset Lifecycle Management

Own the operational delivery of Hardware Asset Management (HAM) and Software Asset Management (SAM).

Establish effective controls around the end-to-end asset lifecycle.

Drive improvements across asset provisioning, deployment, tracking, refresh, recovery and retirement.

Ensure asset information supports operational, financial and governance requirements.

Identify opportunities to optimise asset utilisation and reduce avoidable costs.

4. Transition & Transformation

Lead complex EUC transitions and transformation programmes across geographies.

Manage transition of services from internal teams and incumbent service providers into a standardised delivery model.

Develop detailed transition plans covering people, process, technology, governance, documentation and service acceptance.

Establish operational readiness criteria and ensure successful handover into BAU.

Lead transformation programmes designed to improve service quality while reducing delivery cost.

Drive Left Shift, cross-skilling, self-service and automation initiatives.

Identify opportunities to consolidate services and create delivery synergies across locations and operating companies.

5. Automation, AI & Intelligent Operations

Establish an automation roadmap across EUC operations.

Identify repetitive and manual activities suitable for automation.

Leverage PowerShell, workflow automation and intelligent automation to improve operational efficiency.

Drive adoption of AI Ops and Generative AI within service delivery.

Evaluate practical applications of tools such as Microsoft Copilot and other GenAI technologies to improve triage, resolution, reporting and operational productivity.

Establish measurable benefits from automation programmes, including effort reduction, faster resolution and cost savings.

Ensure AI/automation initiatives are translated into measurable business and service outcomes rather than technology experimentation.

6. Digital Employee Experience

Drive proactive monitoring and improvement of the employee technology experience.

Leverage Nexthink or comparable Digital Employee Experience platforms to identify service degradation, recurring issues and user-impacting trends.

Establish telemetry-driven approaches to incident prevention and automated remediation.

Use employee experience data to identify opportunities for continual service improvement.

Integrate DEX insights into service governance and executive reporting.

7. Service Management & Continual Improvement

Ensure strong adherence to ITIL-based Incident, Problem and Change Management practices.

Establish structured service improvement plans for underperforming areas.

Analyse SLA, CSAT, TTR, MTTR and operational performance data to identify trends and improvement opportunities.

Reduce repeat incidents through effective problem management and root-cause remediation.

Drive continual service improvement programmes across people, process and technology.

Establish standardised operating procedures and technical documentation across delivery locations.

8. Executive Stakeholder Management

Serve as the senior EUC delivery contact for key client stakeholders.

Develop trusted relationships with CIO, CFO, CEO, VP and senior IT/business leadership.

Lead executive governance and service review meetings.

Translate complex operational and technical issues into clear business-level implications.

Present service performance, operational risks, transformation progress and financial benefits to senior stakeholders.

Manage sensitive escalations and maintain confidence during critical service incidents or periods of transformation.

Align EUC strategy and service outcomes with broader business priorities.

9. Commercial & Vendor Management

Manage delivery of complex, commercially significant managed services engagements.

Maintain accountability for service performance against contractual commitments.

Manage third-party vendors and partners supporting the EUC environment.

Monitor resource utilisation, delivery efficiency and cost performance.

Identify opportunities for cost optimisation without compromising service quality.

Support commercial governance, contract reviews and service-level negotiations.

Ensure delivery remains within agreed financial and contractual parameters.

10. Global Delivery & People Leadership

Lead geographically distributed onshore/offshore delivery organisations.

Establish effective operating models across global delivery locations.

Develop delivery leadership capabilities across Service Desk, Remote Support, Deskside and Endpoint teams.

Drive performance management, workforce optimisation and cross-skilling.

Build a culture focused on accountability, customer experience, continual improvement and operational excellence.

Ensure appropriate succession, capability development and knowledge management within the organisation.

Candidate Requirements

Essential

18+ years of experience in IT infrastructure, End User Computing, End User Services or IT service delivery.

At least 8+ years in senior EUC/EUS delivery leadership with responsibility for large-scale operations.

Demonstrated experience owning end-to-end EUC service delivery, rather than responsibility for only one technical tower.

Proven leadership across Service Desk, L1.5 Remote Support, Deskside Support and Endpoint Operations.

Experience managing global or multi-country delivery environments across multiple time zones.

Proven experience managing large-scale managed services engagements, ideally with annual contract values of $10M+.

Strong hands-on understanding of Intune, MDM/WDM, AVD and Application Packaging.

Proven experience with HAM/SAM and end-user asset lifecycle management.

Strong understanding of ITIL Incident, Problem and Change Management.

Demonstrated experience leading EUC transition and transformation programmes.

Proven track record in Left Shift, automation, process optimisation and cost reduction.

Experience managing delivery against stringent SLA, KPI, CSAT, TTR and MTTR commitments.

Proven experience managing complex vendor and contractual relationships.

Strong executive stakeholder management experience, including direct engagement with CIO/CFO/CEO/VP-level stakeholders.

Demonstrated ability to lead large, geographically distributed teams.

Strong commercial awareness and experience managing service delivery costs and financial performance.

Technology & Transformation

Candidates should demonstrate meaningful exposure to several of the following:

Microsoft Intune

Microsoft MDM

WDM

Azure Virtual Desktop (AVD)

Application Packaging

Nexthink / Digital Employee Experience

PowerShell

Power BI

AI Ops

Generative AI

Microsoft Copilot

Intelligent Automation

Self-Service / Left Shift

Preferred Qualifications

Bachelor's degree in Computer Science, Information Technology or related discipline.

ITIL certification strongly preferred.

Microsoft certifications advantageous.

Nexthink / DEX certification advantageous.

Experience in AI-enabled IT operations and service transformation highly desirable.

Interested candidates may apply directly with an updatedresume. Only shortlisted candidates will be notified. Information provided inthis advertisement is for recruitment purposes only.

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Cornerstone Global Partners (EA LicenseNumber: 19C9859) is an affirmative equal-opportunity employer and recruitmentfirm. We evaluate qualified applicants without regard to race, colour,religion, creed, gender, sexual orientation, gender identity, maritalstatus, national origin, age, veteran status, disability, or any otherprotected class.

Eugene Then
[email protected]

EA Registration Number: R22104742.

Cornerstone Global Partners Pte Ltd (EA License:19C9859)