Regional IT Coordinator – APAC

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

We are partnering with a leading international group, headquartered in Europe with a strong footprint in Asia-Pacific, to recruit a Regional IT Support Manager for its APAC cluster.

This is a strategic coordination role at the crossroads of local operations and central IT governance. You will make sure that around 200 users across six countries get consistent, high-quality IT services, aligned with corporate standards and adapted to local realities.

If you enjoy being the person who connects the dots between users, local IT teams, service providers and headquarters, and who makes things run better, this role is for you.

Your scope

• Around 200 users across Singapore, South Korea, Japan, Vietnam, Australia and Taiwan
• Local IT teams and outsourced service providers in each country
• A close working relationship with the central IT organisation at HQ

The role focuses on coordination, service quality, escalation, problem management and continuous improvement. It is not a hands-on helpdesk or infrastructure position, although a solid technical background is essential to be credible with every stakeholder.

Key responsibilities

Regional IT service and escalation management

• Coordinate IT support services across the APAC countries so that service quality is consistent and corporate standards are followed
• Monitor regional ticket volumes, backlog, escalations and KPIs, and drive actions to improve performance
• Act as the regional escalation point between business users, local IT teams, external providers and HQ IT
• Coordinate the resolution of complex or high-impact incidents, and keep stakeholders clearly informed

Problem management and continuous improvement

• Analyse recurring incidents and service trends to find root causes and improvement opportunities
• Lead root cause analyses and follow up on corrective and preventive actions
• Standardise IT support processes across countries, and promote common tools, best practices and digital support channels

Local IT coordination

• Coordinate day-to-day IT activities with local IT teams and outsourced providers
• Follow up on local backlogs, application topics, end-user support and operational issues
• Drive onboarding, process adoption and the rollout of HQ tools and initiatives
• Keep local IT activities aligned with corporate security, compliance and operational standards

Stakeholder and vendor management

• Serve as the trusted bridge between HQ, local IT, business users and external partners
• Communicate proactively on key IT topics, incidents and improvement initiatives
• Manage vendors and outsourcers to secure service quality and timely resolution

Project and governance support

• Coordinate local and regional IT projects and support HQ-led initiatives across APAC
• Support change management, user adoption and implementation activities
• Contribute to local IT budgeting, procurement, contract follow-up and documentation
• Keep IT procedures, documentation and compliance up to date across the region

What you bring

Must have

• Around 3 years of experience in IT service management, regional IT support or IT coordination
• Proven experience supporting multiple countries or locations
• Good knowledge of ITIL practices: incident, escalation, backlog and problem management
• Hands-on experience working with IT service providers and outsourcers
• A solid technical foundation: Windows Server, Active Directory, GPO, LAN, end-user environments and Microsoft workplace technologies
• A good understanding of IT security, corporate standards and operational processes
• Excellent written and spoken English
• Strong stakeholder management and communication skills, with ease across cultures and time zones
• The autonomy to manage several priorities and take initiative without waiting for detailed instructions

Nice to have

• ITIL certification
• Experience with an ITSM or ticketing platform (ServiceNow, Jira Service Management or similar)
• A multinational or APAC background
• Mandarin, Japanese, Korean or Vietnamese
• Exposure to digital transformation or IT adoption initiatives
• Project management skills and leadership potential
• A high-visibility regional role with direct exposure to HQ IT leadership
• A multicultural environment spanning six Asia-Pacific markets
• Real room to shape processes and drive improvements
• A 12-month engagement with potential for extension
• Monthly rate : 5,600 SGD

We are committed to equal opportunity and welcome applications from all qualified candidates, whatever their background.

Data privacy: your personal data will be processed by Gabriel Greenfield only for this recruitment process, in line with the GDPR and applicable local regulations, including Singapore's PDPA.