APAC Regional Service Delivery Lead

GMP Technologies; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

GMP Technologies is seeking a Regional Service Delivery Manager to oversee the Service Desk operations regionally, including onsite engineers at client sites in the APAC region. The role is based at a client office in Singapore and requires leadership of multiple teams across Malaysia and other locales.

The ideal candidate will have a Bachelor in IT, strong English and Mandarin communication, ITIL knowledge, and at least 2+ years of managerial experience managing teams of 20+.

Qualifications

• Bachelor degree in IT or related discipline.
• Excellent communication and interpersonal skills, including reporting and presentation skills.
• Proven track record in managerial role with 2+ years of team management (20+ staff).
• Fluent in English and Mandarin to deal with Chinese stakeholders.
• Proactive, strong leadership, self-motivated and able to take ownership.
• Knowledge of ITIL disciplines.
• Willingness to mentor junior staff.
• Able to work under pressure and meet deadlines.

Responsibilities

• Achieve highest level of service support to the Customer office/retail operations.
• Proactive approach to bring the customers Regional Service Desk services to next generation level.
• Strong sense of current and future technology for continuous Service Desk model optimization.
• Oversee a supporting team including Regional Service Desk in Malaysia, in-country SDMs and dedicated onsite engineers at client sites in APAC region.
• Owner of the Incident, Request and Escalation processes, ensuring high levels of performance and reporting, with improvements when required.
• Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed.
• Be accountable for the quality of Service and performance, factoring in growth and projects into capacity plans.
• Make recommendations for Service Improvement Plans and ensure actions are completed timely.
• Prepare reports, analyze data to identify trends and areas for improvement, and produce accurate management reporting on IT Service performance.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
• Any other ad-hoc tasks as required by Senior Management.

Skills

Leadership

Communication

Time management

Prioritization

Interpersonal skills

Education

Bachelor degree in IT or related discipline

Job description

GMP Technologies is seeking a Regional Service Delivery Manager to oversee the Service Desk operations regionally, including onsite engineers at client sites in the APAC region. The role is based at a client office in Singapore and requires leadership of multiple teams across Malaysia and other locales.

The ideal candidate will have a Bachelor in IT, strong English and Mandarin communication, ITIL knowledge, and at least 2+ years of managerial experience managing teams of 20+.