APAC IT Coordination Lead - Service Management

Astrakhan Intl; Singapore; On-site; SGD 57,000 - 68,000; Full time

Job summary

Regional IT Support Manager APAC will coordinate IT services for about 200 users across six countries, aligning local teams and outsourced providers with HQ governance. The role emphasizes service quality, escalation management and continuous improvement, not hands-on support.

You will act as the regional escalation point, monitor KPIs, and drive root-cause analyses while standardising processes and tools across the APAC region.

Qualifications

• Experience in IT service management across multiple countries or locations.
• Proven ability to coordinate regional IT support and governance.
• Strong knowledge of ITIL practices: incident, escalation, backlog and problem management.
• Hands-on experience with IT service providers and outsourcers.
• Solid technical foundation: Windows Server, AD, GPO, LAN, Microsoft workplace tech.
• Understanding of IT security and corporate standards.
• Excellent written and spoken English; strong cross‑cultural communication.

Responsibilities

• Coordinate IT support services across APAC to ensure consistent service quality and compliance with corporate standards.
• Monitor regional ticket volumes, backlog, escalations and KPIs; drive actions to improve performance.
• Act as regional escalation point between business users, local IT teams, external providers and HQ IT.
• Coordinate resolution of complex/incidents and keep stakeholders informed.
• Lead root cause analyses and follow up on corrective actions.
• Standardise IT support processes across countries and promote shared tools and best practices.
• Coordinate day-to-day IT activities with local teams and outsourced providers.
• Support onboarding, HQ tool rollouts and ensure alignment with security/compliance standards.
• Contribute to local IT budgeting, procurement, contracts, and documentation.

Skills

IT service management

Regional IT support

ITIL

Vendor management

Windows/AD/GPO

IT security

English

Stakeholder management

Prioritization

Tools

ServiceNow

Jira Service Management

Job description

Regional IT Support Manager APAC will coordinate IT services for about 200 users across six countries, aligning local teams and outsourced providers with HQ governance. The role emphasizes service quality, escalation management and continuous improvement, not hands-on support.

You will act as the regional escalation point, monitor KPIs, and drive root-cause analyses while standardising processes and tools across the APAC region.