Job Description

About the opportunity

We are partnering with a leading international group, headquartered in Europe with a strong footprint in Asia-Pacific, to recruit a Regional IT Support Manager for its APAC cluster.

This is a strategic coordination role at the crossroads of local operations and central IT governance. You will make sure that around 200 users across six countries get consistent, high-quality IT services, aligned with corporate standards and adapted to local realities.

If you enjoy being the person who connects the dots between users, local IT teams, service providers and headquarters, and who makes things run better, this role is for you.

Your scope

Around 200 users across Singapore, South Korea, Japan, Vietnam, Australia and Taiwan
Local IT teams and outsourced service providers in each country
A close working relationship with the central IT organisation at HQ

The role focuses on coordination, service quality, escalation, problem management and continuous improvement. It is not a hands-on helpdesk or infrastructure position, although a solid technical background is essential to be credible with every stakeholder.

Key responsibilities

Regional IT service and escalation management

Coordinate IT support services across the APAC countries so that service quality is consistent and corporate standards are followed
Monitor regional ticket volumes, backlog, escalations and KPIs, and drive actions to improve performance
Act as the regional escalation point between business users, local IT teams, external providers and HQ IT
Coordinate the resolution of complex or high-impact incidents, and keep stakeholders clearly informed

Problem management and continuous improvement

Analyse recurring incidents and service trends to find root causes and improvement opportunities
Lead root cause analyses and follow up on corrective and preventive actions
Standardise IT support processes across countries, and promote common tools, best practices and digital support channels

Local IT coordination

Coordinate day-to-day IT activities with local IT teams and outsourced providers
Follow up on local backlogs, application topics, end-user support and operational issues
Drive onboarding, process adoption and the rollout of HQ tools and initiatives
Keep local IT activities aligned with corporate security, compliance and operational standards

Stakeholder and vendor management

Serve as the trusted bridge between HQ, local IT, business users and external partners
Communicate proactively on key IT topics, incidents and improvement initiatives
Manage vendors and outsourcers to secure service quality and timely resolution

Project and governance support

Coordinate local and regional IT projects and support HQ-led initiatives across APAC
Support change management, user adoption and implementation activities
Contribute to local IT budgeting, procurement, contract follow-up and documentation
Keep IT procedures, documentation and compliance up to date across the region

What you bring

Must have

Around 3 years of experience in IT service management, regional IT support or IT coordination
Proven experience supporting multiple countries or locations
Good knowledge of ITIL practices: incident, escalation, backlog and problem management
Hands-on experience working with IT service providers and outsourcers
A solid technical foundation: Windows Server, Active Directory, GPO, LAN, end-user environments and Microsoft workplace technologies
A good understanding of IT security, corporate standards and operational processes
Excellent written and spoken English
Strong stakeholder management and communication skills, with ease across cultures and time zones
The autonomy to manage several priorities and take initiative without waiting for detailed instructions

Nice to have

ITIL certification
Experience with an ITSM or ticketing platform (ServiceNow, Jira Service Management or similar)
A multinational or APAC background
Mandarin, Japanese, Korean or Vietnamese
Exposure to digital transformation or IT adoption initiatives
Project management skills and leadership potential

Why join

A high-visibility regional role with direct exposure to HQ IT leadership
A multicultural environment spanning six Asia-Pacific markets
Real room to shape processes and drive improvements
A 12-month engagement with potential for extension
Monthly rate : 5,600 SGD

How to apply

Apply directly through LinkedIn or send your CV to [Confidential Information]. Applications are reviewed on a rolling basis, so early applications are encouraged.

We are committed to equal opportunity and welcome applications from all qualified candidates, whatever their background.

Data privacy: your personal data will be processed by Gabriel Greenfield only for this recruitment process, in line with the GDPR and applicable local regulations, including Singapore's PDPA.