Must-Have Requirements . . . . . . . . .
- Extensive IT Service Delivery experience, with strong focus on EUC / Field Services
- Proven experience as a Service Delivery Manager or equivalent role in ASPAC region
- Strong customer relationship management experience with enterprise clients
- Hands-on experience managing multi-country teams in a matrix environment
- Solid understanding of ITIL / Service Management frameworks
- Demonstrated experience in vendor management and governance
- Strong skills in reporting, documentation, and executive communication
- Ability to drive transformations and continuous improvement initiatives
- Excellent stakeholder management, escalation handling, and problem-solving skills
Good-to-Have Requirements . . . . . . .
- Experience supporting pharmaceutical or life sciences clients across manufacturing, labs, and corporate sites Exposure to global EUC transformation programs (tool consolidation, automation, self-service, device lifecycle) Knowledge of ServiceNow or similar ITSM platforms
- Experience managing BCP, audits, and compliance requirements
- Project management experience (PMP, PRINCE2, or equivalent - preferred)
- Prior experience working in global delivery or multi-vendor environments
- Strong cultural awareness and ability to work across diverse ASPAC geographies
