Regional Service Manager (RSM)

HCLTech; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Operations Manager/Regional Service Manager to oversee IT support operations across a designated region. This role involves ensuring high-quality technical support, managing a team of IT professionals, and driving operational efficiencies. The ideal candidate will have extensive experience in End User Computing and IT support, with a strong focus on customer satisfaction and compliance with service level agreements. Join a forward-thinking company and take your career to the next level by leading a team dedicated to delivering exceptional IT services.

Qualifications

• 8+ years in IT Support with 3+ years in management.
• Experience in project management and vendor negotiations.

Responsibilities

• Oversee IT support operations ensuring SLA compliance.
• Lead and mentor a team of IT professionals.
• Manage vendor relationships and service contracts.

Skills

End User Computing (EUC)

ITIL Processes

Vendor Management

Project Management

Analytical Skills

Customer Service Orientation

Leadership Skills

Communication Skills

Education

Bachelor's degree in IT or related field

Certifications in ITIL or Project Management

Tools

Microsoft Windows

Office 365

Active Directory

Ticketing Tools

Microsoft Excel

Job description

The Operations Manager/Regional Service Manager (RSM) is responsible for overseeing and managing IT support operations within a designated region. This role ensures the delivery of high-quality technical support services, including incident and request management, vendor coordination, asset management, and customer relationship management. The RSM will lead and develop a team of IT professionals, drive operational efficiencies, and ensure compliance with service level agreements (SLAs) while aligning with business objectives.

1. Oversee IT support operations, ensuring efficient resolution of incidents and service requests within defined SLAs.
2. Manage a team of on-site and dispatch engineers delivering technical support to end users.
3. Supervise local IT operations, including productivity, queue management, escalations, aged tickets, shift coverage, and incident/request validation.
4. Ensure compliance with ITIL-based processes, including incident, request, and knowledge management.
5. Drive continuous improvement initiatives to enhance service delivery and user experience.
6. Plan, forecast, and initiate device replacements in collaboration with the client.
7. Serve as the responsible contact for regional IT support operations.
8. Lead, mentor, and provide coaching to the IT Support Team to improve efficiency and customer service.
9. Conduct regular team meetings, performance evaluations, and training programs.
10. Ensure effective resource allocation and workload distribution within the team.
11. Act as the primary liaison between IT support teams and key business stakeholders.
12. Maintain strong customer relationships, ensuring a high level of satisfaction with IT services.
13. Conduct regular meetings with clients and internal teams to discuss service performance and improvement opportunities.
14. Manage vendor relationships, including service contracts and performance tracking.
15. Oversee inventory management and lifecycle tracking for IT hardware.
16. Ensure all IT assets are properly maintained and aligned with business needs.
17. Monitor and enforce global legal embargo rules and report compliance status to the Client Trade Control Officer.
18. Generate reports and conduct compliance monitoring in collaboration with the Client Trade Control Officer.
19. Ensure pool services are aligned with business requirements in the region.
20. Provide regional governance for pool services, ensuring effective oversight and compliance.
21. Generate and analyze MIS reports, service performance metrics, and operational dashboards.
22. Adhere to corporate IT policies and regulatory compliance standards.
23. Assist in scoping and overseeing small to mid-sized projects, such as refresh, deployment, migration, and upgrades.
24. Ensure alignment with global IT initiatives to standardize and enhance service delivery.

Education & Certifications:

• Bachelor's degree in IT, Computer Science, Business Management, or a related field (preferred).
• Certifications in ITIL, Service Management, or Project Management (e.g., PMP, PRINCE2) are advantageous.
• Microsoft and other relevant IT certifications are a plus.

Experience

• 8+ years of experience in End User Computing (EUC) and IT Support, with at least 3 years in a management role leading a regional team.
• Experience in project management, vendor management, and IT financial planning.
• Hands-on experience in ITIL processes and exposure to corporate IT infrastructure.
• Strong knowledge of ticketing tools, troubleshooting methodologies, and asset management practices.
• Strong expertise in end-user computing infrastructure, including desktops, laptops, printers, smartphones, and operating systems (Windows 10/11).
• Understanding of corporate IT infrastructure (server, network, database, cloud environments).
• Hands-on experience with Microsoft Windows, Office 365, Active Directory, ticketing tools, and troubleshooting utilities.
• Knowledge of ITIL processes, CMDB & AMDB modules, and asset management tools.
• Proven experience in managing IT teams and service operations in a corporate environment.
• Strong analytical and data analysis skills, with proficiency in Microsoft Excel and reporting tools.
• Ability to multi-task, prioritize work under pressure, and make strategic decisions.
• Ability to interact with stakeholders at different levels of the organization.
• Strong written and verbal communication skills, including presentation and documentation abilities.
• Effective relationship management with both internal and external clients.
• Experience in vendor negotiations and contract management.
• Fluency in English and local language (additional languages are a plus).
• Strong customer service orientation and ability to drive a service-centric culture.
• Leadership skills with the ability to inspire and motivate teams.
• High level of ownership, accountability, and problem-solving abilities.
• Adaptability and flexibility to handle changing business requirements.
• Ability to work under pressure with a proactive and can-do attitude.

Other Responsibilities

• As assigned by management in alignment with the organization’s goals and operational requirements.