Thermax Ltd.—EUC Head

Job description

Description: Job Description 1. Role Profile Job Title IT EUC Head Function / Department Business Technology Group (BTG) Reporting To Digital Chief Technology Officer Location Thermax Limited, Pune, India Experience 8–12 years Employment Type Full Time Employee 2. Role Purpose The EUC – Head will own the end-to-end delivery of End User Computing (EUC) services across PAN Thermax, including IT support, endpoint management, ITSM, Hardware & Software Asset Management, and service governance. The role will focus on delivering a secure, standardized, automated, AI-enabled, and employee-centric EUC experience while ensuring SLA, compliance, operational excellence, and continuous improvement. The role will also lead strategic initiatives including Managed Services RFPs, service transition, ITSM and Asset Management assessments, software license compliance, and service maturity improvement. Key Responsibilities End User Support & Service Delivery · Manage PAN Thermax EUC operations, including central support teams and location/site SPOCs. · Own enterprise-wide End User Support services, ensuring SLA, KPI, service quality, and user satisfaction. · Lead L1/L2 support teams and managed service partners; manage escalations and critical incidents. · Drive service improvement through automation, self-service, knowledge management, and shift-left practices. · Monitor CSAT, SLA performance, service trends, and drive corrective actions. People & Team Management - Lead, mentor, and develop the EUC team, location SPOCs, and support partners. - Define team objectives, KPIs, performance expectations, and development plans. - Build a customer-focused, accountable, and continuous-improvement culture. - Identify skill gaps and drive technical and functional capability development. - Effectively manage team capacity, resource planning, workload distribution, and operational coverage. EUC Modernization & Continuous Improvement - Define and execute the EUC modernization roadmap aligned with business and employee needs. - Identify opportunities to simplify, standardize, automate, and digitize End User Services. - Leverage AI, GenAI, chatbots, virtual assistants, and analytics to improve user experience and reduce support dependency. - Drive shift-left, self-healing, predictive/proactive support, and automation of repetitive activities. - Continuously review service performance, recurring incidents, user feedback, and pain points to identify improvement opportunities. - Establish and track continual service improvement (CSI) initiatives with measurable business and user benefits. Endpoint & Workplace Management · Manage the lifecycle of Windows laptops/desktops, mobile devices, and peripherals across locations. · Govern endpoint deployment, configuration, patching, software distribution, imaging, and compliance. · Drive endpoint standardization, refresh planning, inventory accuracy, and lifecycle management. · Manage Microsoft Intune / Endpoint Manager, Windows Autopilot, endpoint security, and device compliance. · Collaborate with Cybersecurity teams on endpoint protection, encryption, access control, and security compliance. ITSM & Automation · Govern the ManageEngine ServiceDesk Plus (SDP) platform and ITSM processes. · Manage Incident, Service Request, Problem, Change, Knowledge, and Service Catalog processes. · Develop workflows, dashboards, reports, knowledge articles, and automation to improve service efficiency. · Drive integration between ITSM, endpoint management, asset management, and other enterprise applications. Hardware & Software Asset Management · Own HAM/SAM governance covering procurement, tagging, allocation, transfer, repair, refresh, return, retirement, and disposal. · Ensure accurate asset inventory, reconciliation, warranty tracking, lifecycle compliance, and audit readiness. · Govern software license compliance through entitlement vs. deployment/usage reconciliation. · Drive license optimization, standardization, and cost reduction. Governance, Compliance & Site Operations · Ensure compliance with IT policies, security standards, audit requirements, and endpoint controls. · Establish governance dashboards covering SLA, assets, compliance, risks, and service performance. · Manage location SPOCs and ensure consistent EUC service standards across all Thermax sites. · Conduct regular site reviews, identify recurring issues, and drive timely resolution and preventive actions. · Ensure readiness and support for new locations, office moves, expansions, and business initiatives. Projects, Vendors & Transformation · Lead Managed Services RFP, technical evaluation, onboarding, transition, and service stabilization. · Manage vendors, contracts, performance, and service reviews. · Govern ITSM and Asset Management assessments and improvement initiatives. · Lead initiatives such as MS Office/Microsoft 365 license compliance and optimization. · Drive automation, standardization, cost optimization, and continual service improvement. Key Technologies / Platforms · Microsoft Windows 10/11 · Microsoft Intune / Endpoint Manager · Windows Autopilot · Microsoft 365 / Office 365 · ManageEngine ServiceDesk Plus (SDP) · Active Directory / Entra ID · Endpoint Security / EDR solutions · Software deployment, patch management, and remote support tools · ITSM & Asset Management platforms Key Skills & Experience · 8–12+ years of experience in End User Computing, IT Support, ITSM, or IT Infrastructure. · Experience managing PAN-India / distributed EUC operations and multiple site SPOCs. · Strong experience with enterprise-scale Windows and endpoint environments. · Good understanding of Intune, ServiceDesk Plus, ITSM, HAM/SAM, and endpoint security. · Experience managing managed service providers, vendors, RFPs, and service transitions. · Strong knowledge of ITIL, SLA/KPI management, governance, compliance, and continual service improvement. · Strong leadership, stakeholder management, communication, and escalation-handling skills. · Experience implementing automation, self-service, AI/GenAI, chatbots, or digital workplace initiatives is highly desirable. Preferred Certifications · ITIL 4 Foundation · Microsoft Endpoint / Intune certifications · IT Asset Management certifications · PMP / PRINCE2 – preferred