Zone Manager

Job Description End to end EUC / Workplace service delivery management Multi country / multi site operational oversight Incident, escalation, and SLA management Field technician and vendor operations management ITIL based service management (Incident, Problem, Change) Stakeholder and customer relationship management Performance monitoring, reporting, and governance Continuous improvement and service optimization Must Have Technical/Functional Skills End to end EUC / Workplace service delivery management Multi country / multi site operational oversight Incident, escalation, and SLA management Field technician and vendor operations management ITIL based service management (Incident, Problem, Change) Stakeholder and customer relationship management Performance monitoring, reporting, and governance Continuous improvement and service optimization Roles & Responsibilities Own end to end EUC service delivery across the assigned zone, ensuring consistent support for end user devices, peripherals, and workplace services Ensure SLA, KPI, and service quality compliance for incidents, service requests, IMACD, and break fix activities Act as the single point of accountability for EUC operations within the zone Manage and coordinate Field Technicians (FTs), site support teams, and vendors to ensure adequate coverage and timely resolution Assign and prioritize work for critical incidents, top locations, and business impacting issues Oversee site onboarding, offboarding, managed/unmanaged transitions, and refresh activities Lead and manage P1 / P2 incident escalations, ensuring rapid resolution and stakeholder communication Conduct operational governance, including service reviews, performance tracking, and compliance audits Ensure adherence to standard EUC tools, processes, and security policies Drive problem management, RCA, and preventive actions to reduce repeat incidents Collaborate with regional and global teams on EUC transformation initiatives, automation, and standardization Identify and implement continuous improvement and cost optimization opportunities Build and maintain strong stakeholder relationships with business, IT leadership, and vendors Provide regular operational reports, dashboards, and executive updates Salary Range: $70,000-$80,000 a year TCS Employee Benefits Summary Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #J-18808-Ljbffr Tata Consultancy Services