Role Purpose
The Service Delivery Manager (SDM) will be responsible for end-to-end delivery of End User Computing (EUC) Field Services across the ASPAC region for a global pharmaceutical client. The role focuses on customer relationship management, people leadership, service management, transformation initiatives, vendor governance, and operational excellence, while ensuring compliance with pharma regulatory requirements and business continuity standards.
Key Responsibilities:
Customer Relationship Management
- Act as the primary regional point of contact for the client across ASPAC for EUC Field Services.
- Build and maintain strong, trusted relationships with client stakeholders, site leaders, and global IT teams.
- Lead service reviews, governance meetings, and operational discussions, ensuring alignment with SLAs and KPIs.
- Proactively manage escalations, risks, and client expectations in a regulated pharma environment.
People Management & Leadership (ASPAC)
- Lead and manage distributed EUC Field Service teams across multiple ASPAC countries.
- Oversee staffing, onboarding, performance management, and succession planning.
- Mentor and coach team members to enhance technical capability, service mindset, and leadership maturity.
- Drive engagement, retention, and continuous skill development across the region.
Service Management & Operations
- Ensure stable and compliant EUC Field Service operations aligned with ITIL / service management best practices.
- Manage incident, request, problem, and change processes for end-user services.
- Ensure consistent service delivery across sites, including manufacturing, R&D, corporate offices, and lab environments.
- Maintain service continuity during site transitions, transformations, or business changes.
Transformation & Continuous Improvement
- Identify opportunities for service optimization, automation, standardization, and cost efficiency.
- Lead and implement transformation initiatives (tools, processes, operating models, or sourcing strategies).
- Drive adoption of global standards while respecting local regulatory and operational needs.
Vendor & Partner Management
- Manage third-party vendors and service partners supporting EUC Field Services in ASPAC.
- Ensure vendors comply with contractual obligations, SLAs, security, and pharma compliance requirements.
- Conduct regular vendor performance reviews and drive corrective actions as needed.
Reporting & Documentation
- Own and deliver service performance reporting, dashboards, and executive summaries.
- Ensure accurate documentation of procedures, SOPs, knowledge articles, and compliance evidence.
- Support audits by maintaining required service delivery and regulatory documentation.
Project & Transition Management
- Lead or support regional EUC projects, transitions, and site onboardings/off boardings.
- Coordinate with global teams for tool rollouts, process changes, and new service introductions.
- Ensure minimal business disruption during transitions and change initiatives.
Business Continuity & Compliance
- Ensure Business Continuity Planning (BCP) and disaster recovery readiness for EUC services.
- Operate in strict adherence to pharma regulatory standards (GxP awareness, data protection, security policies).
- Ensure compliance with client policies, quality standards, and regional regulations.
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
- 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
