Director, Service Management APAC

3004 Syneos Health UK Limited; Singapore; On-site; SGD 200,000 - 260,000; Full time

Job summary

Syneos Health is seeking a Director, Service Management APAC to lead regional end-user technology operations across the APAC region. You will mentor the team, govern vendor performance, and drive an automation-first strategy to improve service quality and user experience.

The role covers workplace technology readiness, enterprise collaboration tools, and executive support as needed. You will collaborate with Digital Workplace, Engineering and Service Management teams to standardize processes and

Qualifications

• Bachelor’s degree in information technology, computer science, or related field.
• 12+ years IT support/digital workplace/service management, with regional leadership.
• Proven track record in end-user support operations and governance.
• Experience managing outsourced service providers and vendor performance.

Responsibilities

• Lead regional APAC end-user technology operations and service delivery.
• Establish standards, SLAs, KPIs, and governance for operations.
• Drive automation, self-service, and proactive remediation initiatives.
• Coordinate with Global teams for enterprise workplace technology readiness.
• Provide VIP/executive support and regional travel coverage as needed.

Skills

Leadership

Vendor management

IT operations

End-user support

Automation

ITSM

Stakeholder management

APAC experience

Education

Bachelor's degree in IT or CS

Tools

Nexthink

SysTrack

Power Automate

ServiceNow

Crestron XiO Cloud

Logitech Sync

Intune

Workspace ONE

Job description

Director, Service Management APAC Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress. Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering—for each other, for our customers, and ultimately for the people who rely on the services we support. Discover what your 25,000 future colleagues already know:

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life.
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress.

Job Responsibilities

• Team Leadership & Service Delivery Lead, mentor, and coordinate a high-performing regional support function comprising internal employees and managed service partners delivering end-user technology services across APAC. Foster a culture of accountability, collaboration, responsiveness, and continuous improvement. Establish operational standards, performance expectations, and service delivery metrics aligned to business needs and user experience goals. Promote a customer-focused mindset centered on employee productivity and business enablement. Act as a regional escalation point for complex or business-critical support issues.
• End-User Experience & Operations Lead regional L2 support operations across APAC, ensuring effective resolution management, operational consistency, and adherence to service levels. Own regional workplace technology operations including endpoint lifecycle management, workstation refresh programs, onboarding, and offboarding services. Ensure employees receive a consistent, reliable, and high-quality support experience across office, remote, and travel environments. Provide regional support coordination for Commercial Field Support teams, including lifecycle management, provisioning, refresh, replacement, and operational support for end-user hardware assets across APAC. Drive continual improvement initiatives focused on enhancing end-user experience, operational effectiveness, and service quality. Support workplace technology readiness across offices, collaboration spaces, conference rooms, and meeting environments. Support regional town halls, leadership meetings, and business-critical collaboration events as required.
• Automation & Continuous Improvement Champion an automation-first support strategy across end-user technology operations. Identify and implement automation opportunities that reduce repetitive manual effort and improve service responsiveness and operational efficiency. Partner with Digital Workplace, Engineering, and Service Management teams to introduce self-service capabilities, workflow automation, and proactive remediation solutions. Leverage endpoint analytics and monitoring platforms to proactively identify and resolve user-impacting issues. Continuously assess operational processes and support workflows to improve scalability, efficiency, and user satisfaction.
• Vendor & Service Performance Management Manage operational performance of managed service partners delivering end-user support services. Drive accountability against SLAs, KPIs, user experience metrics, and contractual service obligations. Partner with vendors to identify service improvement opportunities, operational efficiencies, and automation initiatives. Lead regular operational reviews, governance forums, and performance reporting activities. Ensure effective collaboration between internal support teams and external service providers to deliver a seamless support experience. Support the ongoing evolution of the end-user support operating model, including expansion of managed services capabilities where appropriate. Monitor service quality trends and implement corrective actions to address recurring issues or performance gaps.
• Operational Governance & Global Process Leadership Lead and govern selected global operational processes assigned to the team, including process standardization and operational improvement initiatives. Partner with Infrastructure, Security, Collaboration, and Workplace Technology teams to address systemic issues and improve service outcomes. Maintain a visible and proactive leadership presence across APAC offices and business locations. Support operational governance activities, reporting, service reviews, and continuous improvement programs across the region.
• VIP & Executive Support Support the technology needs of regional VIP users and visiting executives within APAC. Ensure a high standard of responsiveness, professionalism, and service quality for leadership stakeholders when required. Coordinate with global support teams to deliver a seamless support experience for executive users during regional travel and business activities.

QUALIFICATION REQUIREMENTS (please indicate if ‘preferred’)

• Education Bachelor’s degree in information technology, Computer Science, or a related field.
• Industry certifications such as ITIL, Microsoft, Apple, or AVIXA CTS preferred.
• Experience 12 years of experience in IT support, Digital Workplace, or Service Management environments, including leadership experience managing regional support teams and operational service delivery.
• Proven experience leading end-user support operations or workplace technology functions within enterprise environments.
• Demonstrated success driving automation, process optimization, and operational improvement initiatives.
• Experience managing outsourced service providers or managed service operations preferred.
• Experience driving operational governance, vendor performance management, and continual service improvement initiatives.
• Experience operating within geographically distributed and culturally diverse APAC environments preferred.

Core Technical Skills

• Advanced proficiency supporting Windows 11 and macOS environments.
• Mobile device support expertise across iOS and Android platforms using enterprise MDM solutions (e.g., Intune, Workspace ONE/AirWatch).
• Strong knowledge of Microsoft 365, Microsoft Teams, Webex, Outlook, and enterprise collaboration platforms.
• Experience supporting enterprise AV and meeting room technologies (e.g., Crestron, Poly, Logitech Rally, Cisco Webex Room Devices).
• Strong understanding of endpoint security, MFA, VPN, Wi‑Fi troubleshooting, and device compliance standards.
• Familiarity with endpoint analytics, monitoring, and automation platforms such as Nexthink, SysTrack, Power Automate, ServiceNow, Crestron XiO Cloud, or Logitech Sync.
• Strong understanding of IT Service Management (ITSM) best practices and service operations.

Leadership & Soft Skills

• Strong people leadership and stakeholder management capabilities.
• Excellent communication and interpersonal skills with the ability to engage effectively with technical and non-technical stakeholders.
• Strong operational vendor management and service governance capabilities.
• Experience managing support models involving both internal teams and third‑party service providers.
• Demonstrated ability to remain calm and effective in high‑pressure or business‑critical situations.
• Strong prioritization, organizational, and multitasking abilities within fast‑paced environments.
• Continuous improvement mindset with a strong focus on innovation, automation, and user experience enhancement.
• High cultural awareness and ability to work effectively across diverse APAC markets and business environments.

Preferred Skills

• Business‑level proficiency in Mandarin Chinese preferred to support stakeholder engagement across regional APAC markets.
• Experience supporting multilingual and cross‑cultural business environments preferred.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients. No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever‑changing environment. Learn more about Syneos Health. http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Discover what our Syneos Health colleagues already know: work here matters everywhere. Work alongside the brightest minds in the biopharmaceutical industry taking down walls and removing barriers to speed our customers’ delivery of important therapies to patients. We are strategic thinkers who actively seek different perspectives, whether across offices or across oceans. Because we solve some of the toughest challenges facing the most prestigious healthcare companies today, you'll gain exposure and be supported with comprehensive resources including emerging technologies, data, science and knowledge sharing. The diversification and breadth of Syneos Health creates a multitude of career paths and employment opportunities. We’re a growing, global company dedicated to advancing our talent past their initial role. Discover what our 29,000 employees already know: work here matters everywhere. We work hard, and smart, all in the name of getting much‑needed therapies to those who need them most. A career with Syneos Health means your everyday work improves patients’ lives around the world. Selecting us as an employer secures a career in which you’re guaranteed to: Partner with the most diverse team of experts in the industry. From the top down, our people are inspiring. Everyone has a voice and is encouraged to use it. Work in specialized Syneos Health teams that are therapeutically or functionally aligned for expert collaboration. We assemble clinical teams where everyone, from CRAs to senior management, is skilled in the same therapeutic area or customer teams. With this structure, everyone on your team speaks the same language and can deliver unique insights into the therapeutic environment and patient population. We are partners with purpose. We integrate seamlessly with our customers and do what’s best for their success. Our people provide the brilliant ideas, valuable insights and endless energy that accelerates the impact of life changing therapies worldwide.