EUC Release Manager

EUC Release Manager

Own and govern the end-to-end EUC release pipeline from intake and packaging through testing, staged rollout, and production deployment

Define and enforce deployment standards across SCCM and Intune, ensuring consistency in naming conventions, collection structures, deployment rings, and rollback procedures

Establish and manage a formal release calendar aligned with business change windows, Patch Tuesday cycles, and application owner commitments

Implement phased deployment rings (Pilot UAT Broad) with defined entry/exit criteria and automated health checks at each gate

Drive adoption of release automation using PowerShell, SCCM task sequences, and Intune deployment scripts to reduce manual effort and human error

Maintain release documentation release notes, deployment runbooks, rollback playbooks as living artifacts

Coordinate with application owners, security teams, and service desk to align on change impact, communication, and cutover plans

Track release success metrics: deployment success rates, reachability, time-to-deployment, and error rates by ring

Problem Management

Own the EUC Problem Management backlog end to end triage, prioritize, assign, and drive closure with accountability

Conduct structured Root Cause Analysis (RCA) for all P1/P2 incidents and recurring P3 patterns; produce actionable PIRs (Post Incident Reviews)

Identify chronic incident themes across Windows OS, application packaging failures, Intune sync errors, SCCM client health, and Office Suite issues and convert them into tracked Problem records

Work with L1/L2 teams to identify workarounds and push permanent fixes through the release pipeline

Maintain a Known Error Database (KEDB) and ensure service desk teams are equipped with current workarounds

Report on Problem Management KPIs open problem age, recurring incident volume, mean time to resolve (MTTR), and backlog burn rate on a weekly and monthly cadence

Drive continuous improvement initiatives that measurably reduce incident volume quarter over quarter

Required Skills & Experience

7+ years in End User Computing with at least 2 years in a release, change, or problem management function

Expert-level knowledge of SCCM / MECM software distribution, OSD, patch management, client health, and reporting

Strong hands-on experience with Microsoft Intune deployment rings, compliance baselines, Autopilot, co-management, and Endpoint Analytics

Proven application packaging experience MSI, MSIX, App-V with understanding of packaging standards and regression testing

Proficient in PowerShell scripting for deployment automation, health checks, and reporting

Strong understanding of ITIL Problem and Release Management processes not just theory, but practical execution

Experience working in a structured ITSM environment (ServiceNow preferred) managing Problem records, Change tickets, and KEDB entries

Solid grasp of Windows 10/11 internals event logs, registry, WMI, Group Policy to support RCA investigations

Familiarity with Microsoft 365 Apps deployment and update channel management (Current Channel, Monthly Enterprise Channel)

Skills Required

Experience with Patch-as-a-Service models or third-party patch tools (SCCM)

Exposure to digital employee expe rience (DEX) platforms Nexthink, Lakeside, or 1E for proactive problem detection

Knowledge of Windows Autopatch and its implications for enterprise patch governance

ITIL v4 Intermediate or above certification

Microsoft MD-102 (Endpoint Administrator Associate) certification