VMware Client Engineering Service Delivery lead in Sofia, Bulgaria

The Client Engineering Service Delivery lead – VMWare End User Services is responsible for managing the day-to-day service delivery of end user computing services across the global enterprise while ensuring that service delivery meets the business requirements of the sourcing strategy. Scope includes PCs, printers, mobile device, Airwatch, VDI, SCCM and end user applications. Responsibilities include service level agreements ownership, vendor evaluation and coordination, coordination of services provided by both internal and service providers. Deliver digital experiences that are well-informed, user-focused, and intuitive; working closely with business stakeholders, peers, customers and/or developers from inception through implementation. This role is responsible for leading the adoption of best practices, optimized processes and innovations that improve and enhance the end user experience

Key Deliverables

  • Enhancement Requests - Ensure that enhancement requests are effectively prioritized and translated into service requirements while ensuring clear alignment to service contracts and required change control procedures. Coordinate with the with Change Management team, Communicate the changes to the End User and other stake holders.

  • Ensure that incidents are effectively prioritized and responded to per defined service level agreements.

  • Ensure that change requests are effectively prioritized and responded to per required VMware change control procedures and in alignment with service contracts.

  • Align the services to business demands while ensuring customer satisfaction to the agreed upon service request outcomes.

  • Develop, maintain and communicate service catalogs that clearly define repeatable end user computing infrastructure services offered to the business.

  • Create Impactful presentations

  • Ensure that service level agreements are established, maintained and communicated that align to business expectations and service provider commitments.

  • Drive continuous performance improvement by identifying and initiating process improvements for performance gaps across all end user computing competencies by working with service owners

  • Assist EUS manager in customer onboarding, meeting SLAs, customer satisfaction, project planning and execution

  • Lead Planning, governance of projects or initiatives to close the gaps between current and future-state end user experience.

  • Improve customer experience with coordination with customer experience team of End User Services.

  • Establish service level agreements and communicate monthly performance against service levels to business and IT leadership.

  • Assist managers and other seniors: When he/she requests validation of work done or analysis of a new customer request, review the work or ticket

  • Build and maintain effective working relationships with between internal employees and external service providers that will help facilitate effective communication of business needs and delivery of quality service.

  • Ensure that service providers perform to the SLAs documented within service contracts and promptly address all service deficiencies.

  • Ensure that service providers adhere to all the terms and conditions of the contract including financial commitments and approved changed requests.

Knowledge, Skills, and Requirements:

  • Bachelor’s or master's degree in computer science, information systems, business administration or related field, or equivalent work experience

  • Minimum of Five (5) years of IT / business experience

  • Minimum of two (2) years of managing multiple, large projects and influencing senior-level management and key stakeholders

  • Good ITIL knowledge and experience

  • Good experience in leading IT operations with a focus on end user computing technologies

  • Good knowledge of current and emerging technologies, technology directions and strategic application to business needs

  • Good knowledge of business operations and processes

  • Ability to improve operational efficiency and service delivery effectiveness across all lines of business and technology platforms

  • Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

  • Excellent power point presentation creation and delivery

Desired behavior, personal attributes (Success Drivers And Competencies):

  • Customer focus, leadership and collaboration

  • Information seeking

  • Initiative, innovation, thoroughness and collaboration

  • Influencing others, results orientation

  • Stakeholder partnership, change advocate

  • Cross Cultural Agility

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.