Manager - Client Delivery Services

IND Staff Engineer, Infrastructure - GCC036

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

Overview

The Manager, Client Delivery Services leads a high-performing team responsible for the end-to-end delivery, reliability, and continuous improvement of enterprise client services across devices, applications, and virtual environments.

This role is accountable for the operational health and service delivery model supporting endpoint lifecycle management, software distribution, VDI platforms, and Citrix-hosted applications. The manager ensures services are delivered consistently, securely, and at scale while minimizing operational friction and improving end-user experience across the enterprise.

The position requires strong leadership, operational discipline, and cross-functional partnership with Engineering, Security, Infrastructure, and Business stakeholders to drive reliability, performance, and modernization of workplace technologies.

Key Responsibilities

Team Leadership & Service Delivery Ownership

• Lead, develop, and scale a team of Client Delivery Analysts responsible for endpoint, VDI, and Citrix service delivery
• Establish clear operating rhythms, priorities, and performance expectations aligned to SLAs, SLOs, and business outcomes
• Drive accountability for service quality, responsiveness, and end-user experience across all supported platforms
• Mentor and coach team members, supporting skill development, growth, and technical proficiency

End-to-End Software Lifecycle & Patching Strategy

• Own enterprise software lifecycle execution, including deployment, patching, retirement, and vulnerability remediation
• Ensure consistent, reliable delivery of monthly patching cycles with measurable compliance and success rates
• Partner with Engineering and Security to address vulnerabilities, reduce risk, and improve remediation timelines
• Drive automation, standardization, and modernization of deployment and patching processes

VDI & Virtual Platform Operations

• Oversee VDI build, provisioning, entitlement, and operational readiness across Nutanix and related platforms
• Ensure capacity management, performance stability, and sustainable consumption models
• Govern VDI entitlement processes, exception handling, and lifecycle management (reclaims, data preservation)
• Partner with Engineering to improve platform scalability, reliability, and operational efficiency

Citrix Service Delivery & Access Management

• Own delivery and operational support of Citrix-published applications and desktops
• Ensure strong governance of role-based access, entitlement validation, and least-privilege principles
• Drive consistency in application lifecycle management on Citrix platforms (install, update, retire)
• Improve reliability and user experience through proactive issue management and automation

Operational Excellence & Continuous Improvement

• Identify trends, recurring issues, and systemic gaps across client services and drive root cause resolution
• Implement data-driven improvements using observability tools (e.g., Nexthink, endpoint analytics, Citrix metrics)
• Establish and refine processes, playbooks, and standard operating procedures to improve efficiency and scale
• Lead or support modernization initiatives to enhance service delivery models and reduce manual effort

Reliability & Risk Accountability

• Proactively identify service risks and implement controls to prevent outages, degradation, and user disruption
• Ensure resiliency, stability, and recoverability are embedded into delivery processes across endpoint, VDI, and Citrix services
• Drive reduction of technical debt, operational instability, and recurring incidents across managed platforms
• Partner with Engineering and Security to strengthen system reliability, patching posture, and vulnerability response

Cross-Functional Partnership & Stakeholder Management

• Partner with Engineering, Security, Infrastructure, and Architecture teams to align on standards and priorities
• Act as the primary escalation point for high-impact incidents and service delivery challenges
• Communicate clearly with business and technology stakeholders on service performance, risks, and improvements
• Support strategic initiatives and roadmap planning related to workplace technology and endpoint services

Required Skills & Experience

Leadership & Operational Management

• Proven experience leading technical operations or service delivery teams in a large enterprise environment
• Strong understanding of service management principles (SLAs, SLOs, incident/problem management)
• Ability to balance operational execution with strategic improvement initiatives

Technical Expertise

• Strong understanding of:
  • Endpoint management (Windows, Intune, MECM/SCCM)
  • Software deployment and patching at scale
  • Vulnerability remediation and application lifecycle management
• Experience with virtual environments:
  • VDI platforms (Nutanix, VMware)
  • Citrix (published apps, desktops, access control, troubleshooting)
• Familiarity with observability and DEX tools (e.g., Nexthink, endpoint analytics)

Core Competencies

• Customer Focus: Commitment to delivering seamless, reliable end-user experience
• Ownership & Accountability: Drives outcomes and holds team accountable for service performance
• Analytical Thinking: Uses data and insights to solve problems and prevent recurrence
• Communication: Strong ability to translate technical issues into clear business impact
• Adaptability: Comfortable operating in a complex, evolving enterprise environment
• Continuous Improvement Mindset: Actively seeks opportunities to streamline and modernize operations

What Success Looks Like

• Consistent, high-quality service delivery across endpoint, VDI, and Citrix environments
• Improved patching compliance and reduced vulnerability exposure
• Reduced incident volume through proactive issue management and automation
• Stable, scalable VDI environment with clear capacity and entitlement governance
• High-performing, engaged team with strong technical capabilities and clear accountability

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