EUC & Collaboration Manager
Job Title | EUC & Collaboration Manager |
Function | Information Technology |
Location | Bengaluru, India |
Reports to | Head of IT – Employee Experience |
Key Interfaces | Cyber Security, Operations Technology Teams, Service Management, Enterprise Application, Managed Service Providers, Technology Vendors and OEM’s, Business Leadership Teams. |
Role’s Purpose
The EUC & Collaboration Manager's primary responsibility is to own the strategy, governance, service delivery, and continuous improvement of LIPTON’s Global End User Computing (EUC), Digital Workplace, Collaboration, Mobility and Printing services.
The role owns the end-to-end employee technology experience, ensuring secure, modern, and efficient workplace services that enable productivity and support our digital transformation and AI agenda. The person would also be responsible to manage strategic partners and service providers responsible for endpoint management, Microsoft 365 services, collaboration platforms, printing, mobility, and workplace technologies.
Roles & Responsibilities
Service Ownership & Operations
- Own the global EUC and Collaboration service portfolio.
- Ensure high availability, performance, and security of workplace technologies.
- Manage Incident, Problem, Change, and Service Improvement activities.
- Monitor service performance through SLAs, XLAs, KPIs, and user experience metrics.
- Drive operational excellence and continuous service improvement.
Digital Workplace & Collaboration
- Own Microsoft 365 collaboration services including:
- Microsoft Teams
- Exchange Online
- SharePoint Online
- OneDrive
- Microsoft Copilot and AI productivity services
- Define the Digital Workplace roadmap aligned with business needs.
- Drive adoption and value realization of collaboration technologies.
Endpoint & Device Management
- Own endpoint lifecycle management including procurement, deployment, refresh, and retirement.
- Define and govern device standards and catalogues.
- Lead endpoint management through Microsoft Intune and modern device management solutions.
- Ensure secure and compliant endpoint operations globally.
Mobility & Printing Services
- Govern global mobile device and telecom services.
- Manage print services and associated vendors.
- Develop and maintain user-facing policies and standards.
Vendor & Commercial Management
- Lead strategic relationships with managed service providers and technology partners.
- Manage vendor performance, governance forums, and service reviews.
- Ensure contractual compliance and delivery against agreed outcomes.
- Support contract negotiations, renewals, and cost optimization initiatives.
Security, Compliance & Governance
- Partner with Cyber Security teams to maintain secure workplace services.
- Ensure compliance with security policies, regulatory requirements, and audit controls.
- Support Zero Trust and modern security initiatives.
- Drive endpoint compliance and data protection standards.
Employee Experience
- Improve employee satisfaction through modern workplace solutions.
- Analyze service trends, user feedback, and experience metrics.
- Identify opportunities to reduce friction and improve productivity.
AI & Automation
- Drive implementation of AI-enabled workplace capabilities.
- Promote adoption of Microsoft Copilot and related AI services.
- Identify automation opportunities that improve user experience and operational efficiency.
- Support AI readiness through governance, security, and capability development.
Skills & Experience
- 10+ years of IT experience with at least 5 years managing EUC and Digital Workplace services.
- Strong experience on Microsoft technologies including (but not limited to) - Microsoft 365, Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Microsoft Intune, Entra ID (Azure AD), AD Connect, Microsoft Intune, Defender etc.
- Experience in managing global service providers and outsourcing partners.
- A clear external lens on IT development and trends that can support the roadmap for Digital Workspace.
- Proven experience managing service improvement initiatives essential to drive efficiencies in service and/or cost.
- Broad IT infrastructure experience with tangible experience in several different areas, breadth, and depth.
- Asset management knowledge including device provisioning, automation and management.
- Understanding of device monitoring tools (e.g. MS analytics / Aternity, Nexthink etc).
- Encouraging ownership, assertiveness and openly challenging to get the best from teams and partners.
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Success Measures
- Workplace service availability and reliability – backed by user satisfaction and employee experience scores.
- Endpoint compliance and security posture – measured by reduction in cyber risk and reduction in reported vulnerabilities.
- Successful adoption of collaboration and AI capabilities within the Digital Workplace environment.
- Vendor performance against contractual commitments
- Delivery of cost optimization and productivity improvements