Service Delivery Lead - Bilingual (French)

Job requirements

Skills Required:

• Experience working for managing complex IT setup of organization with 10+ branches
• DLP, AV, WSUS, Patch management, VPN, VDI technology
• Familiar with MS products such as SCCM & MS Intune
• End user Windows platform (Win10 & Win11)
• Overall experience of around 15+ years in managing large teams across borders
• Proficiency in French Language is an asset and will have added benefit for this role
• Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.
• Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)
• Wi-Fi, LAN, WAN, VLAN, DNS, DHCP, SSL, etc.

Roles & Responsibilities:

• Lead cross functional team for supporting any end user facing project/program
• Vendor and contract Management
• Provide data driven analysis to management about key improvement and opportunity area
• Lead extended vendor support team
• Interface with back-end Teams to provide timely solutions for new requirements
• Providing End User Services for customer’s end users
• Lead team of both Internal Client and outsourced support engineers to ensure all IT service support is managed seamless without any escalation as per SLA
• Set and measure service SLA
• Drive new tool adoptions by launching new campaign and coordinate with user functions
• Single point interface from IT side to identify any end user operational failure that may happen because of IT service failure
• Setup preventive maintenance and alert mechanism to avoid any operational failure
• Coordinate with SME to provide technical expertise for complex end user issues
• Prevent IT Service SLA breach, in case of breach of SLA ensure vendor and contract management
• Launch new end user IT support initiatives both within Client and customer environment
• Inventory management, incident management, change management & problem management
• Drive end point compliance and interface for all internal and external audit
• Provide single point interface for setting up complete end user support strategy and coordinate with End user support partner(s)
• Lead and manage internal teams across multiple area of support under End User Services