Operations Manager - PCaaS Leader

Job Description

We are seeking a dynamic and experienced PCaaS Leader to head PCAAS operations . In this leadership role, he will be responsible for designing, managing, and scaling PCaaS offerings for clients, ensuring operational excellence, client satisfaction, and strategic growth of the service line.

Key Responsibilities :

Own the complete lifecycle of PCaaS services : strategy, operations, delivery, and continuous improvement.

Lead a team responsible for deployment, management, support, and refresh of end-user devices.

Develop PCaaS solutions and customize offerings to meet diverse client needs.

Establish and monitor KPIs, SLAs, and service metrics to ensure service quality and efficiency.

Manage relationships with hardware vendors and leasing partners.

Drive automation, process optimization, and compliance across PCaaS services.

Collaborate with sales and account management teams to support PCaaS presales, RFP responses, and client presentations.

Ensure security, compliance, and asset management best practices are embedded into all services.

Budget planning, P&L management, and cost optimization for the PCaaS portfolio.

Act as the escalation point for operational issues and major incidents.

Stay current with industry trends, emerging technologies, and service innovation opportunities.

Required Skills and Experience :

8–14 years of experience in IT infrastructure management, device lifecycle management, or end-user computing services.

5+ years of proven leadership experience managing large-scale PCaaS or DaaS programs.

Expertise in endpoint management tools (Intune, SCCM, JAMF) and automation workflows.

Strong vendor management experience with OEMs and service partners.

Deep understanding of IT asset management, security compliance, and ITIL processes.

Proven experience managing budgets, financial forecasting, and service profitability.

Preferred Qualifications :

Bachelor’s degree in information technology, or related field.

ITIL v4 Certification; PMP or other project management certifications preferred.

Certifications in endpoint management technologies (Microsoft, JAMF, VMware Workspace ONE).

Strategic thinking with strong operational execution skills.

Excellent client-facing communication and stakeholder management.

Strong leadership, mentoring, and team-building abilities.

Ability to work in a fast-paced, evolving environment with tight deadlines

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies : medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year