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