Asia Pacific - Regional Service Delivery Manager

MAIN PURPOSE

• Lead the Regional Service Delivery Team (3-5 personnel) plus 8-12 outsourced personnel
• Manage Service Delivery mainly on End User Computing (EUC) for APAC region which includes Offices, Warehouses, Factory, and Stores
• Manage our EUC and Service Delivery vendors in APAC region
• APAC markets include Taiwan, South Korea, Vietnam, Thailand, Singapore, Malaysia, Indonesia,, India with close to 2500 end users and 500 stores across the region

KEY RESPONSIBILITIES

• Service Management & Delivery
• Oversee the delivery of EUC services including desktops, laptops, mobile devices, printers, and collaboration tools.
• Ensure consistent service levels and standardized processes across APAC sites by maintaining approved Knowledge Base (KB) notes
• Manage SLAs, KPIs, and service reporting to ensure high-quality service delivery

• Stakeholder Engagement
• Act as the primary point of contact for regional business units regarding EUC services.
• Collaborate with global IT, vendors, and site leads to align service delivery with business needs and the global hardware model catalogue.

• Operational Excellence
• Oversee forecast and order management of endpoint devices across APAC to ensure timely provisioning, accurate planning, and operational alignment.
• Lead incident, problem, and change management processes for EUC.
• Drive root cause analysis and implement corrective actions to prevent recurrence.
• Ensure compliance with IT policies, security standards, and regulatory requirements.
• Manage budget for cost components under the End User Computing (EUC) vertical to ensure financial accountability and alignment with regional service delivery goals.

• Project & Vendor Management
• Creation and management of RFP including negotiation with vendors.
• Support regional IT projects including hardware refreshes, software rollouts, and infrastructure upgrades.
• Manage third-party vendors and service providers to ensure contractual obligations are met.
• Collaborate with Global and Regional Procurement and Legal teams for purchasing and contractual matters with the Vendor
• Act as Project Manager by applying project management methodology to ensure project delivery within scope, timeline, and cost.

• Continuous Improvement
• Identify opportunities to optimize EUC services and enhance user experience.
• Implement automation and self-service tools where applicable.
• Lead Change Request Management by prioritizing impact and urgency, implementing changes, and ensuring smooth adoption.

• Team Leadership & Collaboration
• Lead a team of cloud and network engineers, providing mentorship and technical guidance.
• Collaborate with application, security, and business teams to support IT initiatives.
• Manage vendor relationships and service contracts.

• Ad hoc Support
• Additional EUC-related tasks given by the supervisor or management team

REQUIREMENTS

• Bachelor's degree in information technology, Computer Science, or related field.
• 10+ years of experience in IT service delivery, with at least 3 years in a regional or global role.
• Strong knowledge of EUC technologies (Windows, macOS, MDM, SCCM, O365, etc.).
• Conceptual knowledge of Infrastructure (Cloud, Server, and Network)
• Experience managing services in diverse environments: corporate offices, warehouses, manufacturing plants, and retail stores.
• ITIL certification and PMP / Prince2 certification preferred.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to travel within the APAC region as needed.

𝗦𝗵𝗶𝘀𝗲𝗶𝗱𝗼 𝗔𝘀𝗶𝗮 𝗣𝗮𝗰𝗶𝗳𝗶𝗰 𝗶𝘀 𝗰𝗲𝗿𝘁𝗶𝗳𝗶𝗲𝗱 𝗮𝘀 𝗮 𝗚𝗿𝗲𝗮𝘁 𝗣𝗹𝗮𝗰𝗲 𝘁𝗼 𝗪𝗼𝗿𝗸® 𝗶𝗻 𝗦𝗶𝗻𝗴𝗮𝗽𝗼𝗿𝗲, 𝗿𝗲𝗳𝗹𝗲𝗰𝘁𝗶𝗻𝗴 𝗼𝘂𝗿 𝘀𝘁𝗿𝗼𝗻𝗴 𝗰𝗼𝗺𝗺𝗶𝘁𝗺𝗲𝗻𝘁 𝘁𝗼 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗮𝗻𝗱 𝘄𝗼𝗿𝗸𝗽𝗹𝗮𝗰𝗲 𝗰𝘂𝗹𝘁𝘂𝗿𝗲.