General Manager

Job description

**Role & responsibilities** 1. End User Support & Service Delivery - Oversee end-to-end IT support delivery for all end users across branches and remote locations. - Manage delivery through a team of on-site engineers deployed across 35 branch offices and coordinate support for 200+ remote locations. - Enforce standardized IT support frameworks, policies, and standard operating procedures (SOPs) across all physical and remote sites. - Ensure consistent service quality, SLA compliance, and user satisfaction across all geographies. - Drive the adoption of self-service portals, knowledge bases, and tiered support models to improve resolution efficiency. - Own escalation management and ensure P1/P2 incidents are handled with urgency and executive visibility, driving rapid root-cause analysis and resolution. - Conduct periodic SLA reviews with business stakeholders and vendor partners to maintain organizational alignment. - Own the end-to-end patch management lifecycle for all user endpoints, enforce compliance and lead vulnerability response 2. Strategic IT Interface & Modernization - Serve as the primary IT interface for the broader organization, translating business requirements into actionable IT initiatives. - Drive the modernization of the EUC environment (e.g., transition toward modern management tools, automated provisioning, digital employee experience platforms). - Lead communication and change management efforts for organization-wide IT rollouts, upgrades, and migrations. 3. Vendor Governance & MSP Management - Act as the primary NBHI owner for the Managed Service Provider (MSP), ensuring accountability for all contractual obligations, SLAs, and XLAs (Experience Level Agreements). - Define, measure, and report on operational KPIs, operational metrics, and customer satisfaction scores. Hold weekly, monthly, and quarterly business reviews (QBRs) with the partner. - Ensure the MSP optimizes staffing levels and skill sets among on-site engineers across all offices to meet business demands. - Publish reports and conduct periodic performance reviews with business stakeholders and vendor partners to maintain organizational alignment - Partner with procurement and vendor management teams to negotiate contracts, manage hardware/software renewals, and evaluate new technology vendors. 4. Field Operations & Logistics Coordination - Manage logistics for hardware deployment, relocation, and refresh across 35 branches and 200 remote sites. - Manage asset lifecycle procurement, tagging, tracking, disposal, and refresh cycles. - Build and maintain a spare parts buffer inventory strategy for critical components at key locations. - Coordinate with logistics partners and courier services for expedited hardware delivery to remote sites. - Manage hardware RMA processes, warranty claims, and repair workflows. - Plan and execute large-scale rollouts (laptop refreshes, OS migrations, office relocations) with minimal disruption. 5. License Management & Hardware/Software Asset Management (SAM) - Maintain a centralized hardware and software license inventory across all user endpoints and enterprise applications. - Ensure license compliance, optimize utilization, and avoid over-licensing or audit exposure. - Drive annual license true-up processes, renewals, and vendor negotiations. - Implement and oversee a SAM tool/platform to automate discovery and reconciliation. - Ensure CMDB updates and accuracy for clean inventory Conduct periodic physical inventory and FAR reconciliation **Preferred candidate profile** - 10+ Years of relevant Experience - Bachelors degree. - ITIL v4 Foundation / Practitioner