Regional EUC Service Delivery Manager

Job Summary

As a Regional EUC Service Delivery Manager, you will oversee customer and workplace services across multiple sites and countries in the APAC region, ensuring the efficient delivery of end-user computing support and other IT services.

You will manage an onsite team across multiple countries, drive service quality, maintain business continuity, and ensure a high level of customer satisfaction (CSAT). This role requires strong leadership, communication, and problem-solving skills to align IT services with business needs.

Key Responsibilities

• Oversee day-to-day operations of customer and workplace services across the region.
• Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.
• Monitor service performance, analyse metrics, and implement improvements to enhance service quality and user experience.
• Ensure adherence to ITIL standards and other best practices in service management.
• Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
• Coordinate with HR for hiring, training, and professional development of team members.
• Serve as the primary point of contact for regional stakeholders, addressing concerns and ensuring alignment of services with business needs.
• Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.
• Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.
• Develop and implement strategies to ensure business continuity and minimise service disruptions.
• Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
• Ensure all sites are compliant with security policies and disaster recovery procedures.
• Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
• Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
• Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.
• Liaise with external vendors and service providers to ensure the quality of third-party services.
• Negotiate contracts and manage vendor relationships to optimise service delivery and cost-effectiveness.
• Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
• Maintain accurate documentation of processes, procedures, and service agreements.
• Manage customer stakeholders in the region, conducting weekly and monthly governance calls on performance management.
• Share improvement opportunities and implement innovation ideas identified in the region, working closely with the global team.
• Consistently bring thought leadership and industry best practices across the region.

Qualifications & Experience

• Bachelor's degree in Information Technology, Business Administration, or related field.
• Extensive experience in IT service management, with a focus on end-user computing and workplace services.
• Proven experience managing teams across multiple sites in the APAC region.
• Strong understanding of the ITIL framework and service management principles; ITIL certification required.
• Excellent communication, leadership, and interpersonal skills with the ability to influence at all levels.
• Demonstrated ability to manage multiple priorities in a fast-paced, geographically distributed environment.
• Strong analytical and problem-solving skills with a data-driven approach to service improvement.
• Good experience with project management tools and methodologies.
• Familiarity with workplace technology trends and innovations.