EUC Release Manager

Role Overview

The EUC Release Manager is responsible for governing the end‑to‑end End User Computing release lifecycle , ensuring reliable, secure, and predictable delivery of Windows OS, applications, and endpoint changes across the enterprise. This role combines release management, automation, and ITIL‑based problem management , with deep expertise in SCCM/MECM, Microsoft Intune, PowerShell, and Windows endpoints .

Key Responsibilities

EUC Release Management

• Own and govern the end‑to‑end EUC release pipeline , from intake and application packaging through testing, staged rollout, and production deployment
• Define and enforce deployment standards across SCCM (MECM) and Intune , including:
  • Naming conventions
  • Collection and group structures
  • Deployment rings
  • Rollback and remediation procedures
• Establish and manage a formal EUC release calendar aligned with:
  • Business change windows
  • Patch Tuesday cycles
  • Application owner delivery commitments
• Design and implement phased deployment rings (Pilot → UAT → Broad) with:
  • Clearly defined entry and exit criteria
  • Automated health checks and validation gates
• Drive release automation using:
  • PowerShell scripting
  • SCCM task sequences
  • Intune deployment scripts
    to reduce manual effort and deployment risk
• Maintain release documentation as living artifacts, including:
  • Release notes
  • Deployment runbooks
  • Rollback and recovery playbooks
• Coordinate with application owners, security teams, and service desk to align on:
  • Change impact
  • End‑user communications
  • Cutover and rollback plans
• Track and report release success metrics , including:
  • Deployment success rates
  • Device reachability
  • Time‑to‑deployment
  • Error and failure rates by deployment ring

EUC Problem Management

• Own the EUC Problem Management backlog end‑to‑end, including triage, prioritization, assignment, and closure
• Conduct structured Root Cause Analysis (RCA) for:
  • All P1 and P2 incidents
  • Recurring P3 incident patterns
• Produce actionable Post Incident Reviews (PIRs) with corrective and preventive actions
• Identify chronic incident trends across:
  • Windows OS issues
  • Application packaging failures
  • Intune sync and policy errors
  • SCCM client health issues
  • Microsoft 365 / Office Suite problems
• Convert recurring incidents into formal Problem records and drive permanent remediation
• Collaborate with L1/L2 support teams to:
  • Define interim workarounds
  • Push permanent fixes through the release pipeline
• Maintain and govern a Known Error Database (KEDB) with up‑to‑date workarounds for service desk teams
• Report Problem Management KPIs , including:
  • Open problem aging
  • Recurring incident volume
  • Mean Time to Resolve (MTTR)
  • Backlog burn‑down rate
• Drive continuous improvement initiatives that measurably reduce incident volume quarter over quarter

Required Skills & Experience

• 7+ years of experience in End User Computing (EUC)
• Minimum 2+ years in Release Management, Change Management, or Problem Management roles
• Expert‑level knowledge of SCCM / MECM , including:
  • Software distribution
  • Operating System Deployment (OSD)
  • Patch management
  • Client health
  • Reporting
• Strong hands‑on experience with Microsoft Intune , including:
  • Deployment rings
  • Compliance policies and baselines
  • Windows Autopilot
  • Co‑management
  • Endpoint Analytics
• Proven application packaging experience:
  • MSI
  • MSIX
  • App‑V
  • Packaging standards and regression testing
• Advanced PowerShell scripting for:
  • Deployment automation
  • Health checks
  • Operational and release reporting
• Strong, practical understanding of ITIL Release and Problem Management processes
• Experience working in a structured ITSM environment (ServiceNow preferred)
• Solid understanding of Windows 10/11 internals , including:
  • Event logs
  • Registry
  • WMI
  • Group Policy
• Experience managing Microsoft 365 Apps deployments and update channels:
  • Current Channel
  • Monthly Enterprise Channel

Desired / Nice‑to‑Have Skills

• Experience with Patch‑as‑a‑Service models or third‑party patching tools integrated with SCCM
• Exposure to Digital Employee Experience (DEX) platforms:
  • Nexthink
  • Lakeside
  • 1E
• Knowledge of Windows Autopatch and its impact on enterprise patch governance
• ITIL v4 Intermediate or higher certification