APAC Regional Service Delivery Lead

TRUST RECRUIT PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TRUST RECRUIT PTE. LTD. is seeking a capable Service Desk Manager to lead regional operations across APAC from Singapore East.

You will oversee a multi-country service desk, mentor staff, and drive incident, request and escalation processes to high performance. The role emphasizes ITIL-aligned service delivery, data-driven improvements, and reporting to senior management. With a track record in service management, you will shape capacity planning and service improvements while coordinating with

Qualifications

• Bachelor degree in Information Technology or related disciplines.
• Excellent communication and interpersonal skills, including reporting and presentation skills.
• Proven track record in managerial grade, 2+ years of team management (managing a team with at least 20 staffs)
• Experienced Service Management professional.
• Good knowledge of ITIL disciplines.
• Willingness to support and mentor junior staff.

Responsibilities

• Achieve highest level of service support to the Customer office/retail operations
• Proactive approach to bring the customer’s Regional Service Desk services to next generation level
• Strong sense of current and future technology, for the 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 in these processes, accurate reporting and establishing service improvement activities 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; ensuring future demand from growth and projects is understood and factored into capacity plans
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• 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 when required by the Senior Management

Skills

People management

Communication skills

Mentoring

ITIL knowledge

Stakeholder management

Education

Bachelor's degree in Information Technology

Job description

TRUST RECRUIT PTE. LTD. is seeking a capable Service Desk Manager to lead regional operations across APAC from Singapore East.

You will oversee a multi-country service desk, mentor staff, and drive incident, request and escalation processes to high performance. The role emphasizes ITIL-aligned service delivery, data-driven improvements, and reporting to senior management. With a track record in service management, you will shape capacity planning and service improvements while coordinating with