Regional Service Delivery Manager - End-User Computing | Perm

• Oversee day-to-day operations of customer and workplace services across the ASPAC region.
• Manage delivery of end-user computing and workplace support services, ensuring timely resolution of incidents and service requests.
• Monitor service performance through metrics and reporting, identifying opportunities to improve service quality and user experience.
• Ensure adherence to Information Technology Infrastructure Library (ITIL) service management best practices.

• Lead and mentor onsite support teams across multiple regional locations.
• Provide performance management, coaching, and professional development for team members.
• Foster a collaborative and positive team culture focused on service excellence and continuous improvement.

• Serve as the primary point of contact for regional business stakeholders.
• Conduct regular service review meetings and governance sessions with customers.
• Gather feedback from end users and stakeholders to assess satisfaction levels and identify improvement opportunities.
• Drive initiatives to improve Customer Satisfaction (CSAT) and service engagement.

• Develop and implement strategies to ensure service continuity and minimize operational disruptions.
• Manage major incidents and escalations in coordination with relevant IT teams.
• Ensure compliance with organizational security policies, operational procedures, and disaster recovery standards.

• Lead regional initiatives related to IT infrastructure, workplace technology upgrades, and service transformation.
• Collaborate with global technology teams to ensure consistent service delivery standards.
• Manage project scope, resources, and timelines to ensure successful delivery.

• Manage relationships with external vendors and service providers supporting regional IT operations.
• Ensure vendor performance aligns with service level agreements and organizational expectations.
• Identify opportunities to improve service efficiency and cost optimization.

• Prepare and present regular reports on service performance, operational metrics, and customer satisfaction.
• Maintain accurate documentation for service processes, procedures, and service level agreements.

• Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related discipline.
• Minimum 10 years' experience in Information Technology service management, particularly within end-user computing or digital workplace services.
• Excellent experience managing regional service delivery operations across multiple Asia Pacific countries.
• Proven leadership experience managing distributed teams across multiple locations.
• Solid understanding of Information Technology Infrastructure Library (ITIL) frameworks and service management practices.
• Experience managing vendors, partners, and third-party service providers.
• Excellent customer relationship management skills with the ability to engage senior stakeholders.
• Experience leading workplace technology transformation or digital workplace initiatives.
• Good analytical, problem-solving, and decision-making capabilities.
• Excellent communication, leadership, and stakeholder management skills.
• ITIL certification is good to have.
• Familiarity with project management methodologies and tools

Jireli Gem Mejia Cabria EA License No.: 02C3423 Personnel Registration No.: R1434374

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