Job Summary
As a Regional EUC Service Delivery Manager, you will oversee customer and workplace services across multiple sites and countries in the APAC region, ensuring the efficient delivery of end-user computing support and other IT services.
You will manage an onsite team across multiple countries, drive service quality, maintain business continuity, and ensure a high level of customer satisfaction (CSAT). This role requires strong leadership, communication, and problem-solving skills to align IT services with business needs.
Key Responsibilities
- Oversee day-to-day operations of customer and workplace services across the region.
- Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.
- Monitor service performance, analyse metrics, and implement improvements to enhance service quality and user experience.
- Ensure adherence to ITIL standards and other best practices in service management.
- Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
- Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
- Coordinate with HR for hiring, training, and professional development of team members.
- Serve as the primary point of contact for regional stakeholders, addressing concerns and ensuring alignment of services with business needs.
- Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.
- Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.
- Develop and implement strategies to ensure business continuity and minimise service disruptions.
- Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
- Ensure all sites are compliant with security policies and disaster recovery procedures.
- Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
- Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
- Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.
- Liaise with external vendors and service providers to ensure the quality of third-party services.
- Negotiate contracts and manage vendor relationships to optimise service delivery and cost-effectiveness.
- Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
- Maintain accurate documentation of processes, procedures, and service agreements.
- Manage customer stakeholders in the region, conducting weekly and monthly governance calls on performance management.
- Share improvement opportunities and implement innovation ideas identified in the region, working closely with the global team.
- Consistently bring thought leadership and industry best practices across the region.
Qualifications & Experience
- Bachelor's degree in Information Technology, Business Administration, or related field.
- Extensive experience in IT service management, with a focus on end-user computing and workplace services.
- Proven experience managing teams across multiple sites in the APAC region.
- Strong understanding of the ITIL framework and service management principles ITIL certification required.
- Excellent communication, leadership, and interpersonal skills with the ability to influence at all levels.
- Demonstrated ability to manage multiple priorities in a fast-paced, geographically distributed environment.
- Strong analytical and problem-solving skills with a data-driven approach to service improvement.
- Good experience with project management tools and methodologies.
- Familiarity with workplace technology trends and innovations.
