Regional Service Delivery Manager

Responsibilities:

• Achieve the highest level of service support to the Customer office/retail operations;
• Proactive approach to bring the customer's Regional Service Desk services to the next-generation level;
• Strong sense of current and future technology, for continuous Service Desk model optimization;
• Oversee a supporting team including Regional Service Desk in Malaysia, in-country SDMs and dedicated onsite engineers at client sites in APAC region;
• Owner of the Incident, Request and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required;
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed;
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans;
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner;
• Prepare reports, analyze data to identify trends and areas for improvement, and produce accurate management reporting on IT Service performance.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes;
• Any other ad-hoc tasks when required by Senior Management

Requirements:

• At least a Bachelor's degree in Information Technology or related disciplines;
• Excellent communication and interpersonal skills, including reporting and presentation skills;
• Proven track record in managerial grade, 2+ years of team management (managing a team with at least 20 staff);
• Excellent written and spoken English. Candidates with written and spoken Mandarin will be an advantage;
• Proactive, excellent leadership skills, self-motivated and able to take ownership;
• Experienced Service Management professional;
• Good knowledge of ITIL disciplines;
• Willingness to support and mentor junior staff;
• Able to work under pressure and meet deadlines;
• Experience in supporting regional customers is an advantage