Regional Services Manager

Job Responsibilities

• Lead and manage regional IT Service Delivery and Deskside Support teams, including partner resources, to ensure high-quality end-user support.
• Act as the primary escalation point for service-related issues, driving timely resolution and root cause analysis.
• Build and maintain strong relationships with customers, stakeholders, vendors, and internal technology teams.
• Oversee service delivery performance, including SLA compliance, incident management, service requests, and customer deliverables.
• Manage regional IT projects, monitor key performance indicators, and drive continuous service improvements.
• Conduct regular operational reviews with country managers, customers, and vendors to ensure service excellence.
• Provide management reporting, trend analysis, and recommendations to enhance service quality and operational efficiency.
• Ensure adherence to established processes, standards, and methodologies across the region.

Job Requirements

• Bachelor's degree in Engineering, Information Technology, or a related discipline.
• 10+ years of experience in IT Infrastructure or Service Delivery, including at least 3 years in a regional management role.
• Strong knowledge of IT infrastructure, end-user computing, desktop support, Windows operating systems, Microsoft Office, and related technologies.
• Proven experience in vendor management, contract management, and managing outsourced service partners.
• Familiarity with ITIL frameworks; PMI or project management certifications are an advantage.
• Strong leadership experience managing geographically and culturally diverse teams.
• Excellent stakeholder management, communication, problem-solving, and analytical skills.
• Customer-focused mindset with the ability to work in a fast-paced, service-driven environment.
• Willingness to travel frequently across the region to support business and client requirements.