Regional IT Service Delivery Leader

Ingram Micro; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Ingram Micro in Singapore is seeking a Regional Service Delivery Manager to own end-to-end governance and operational outcomes across Global Service Desk, End User Services, and Procurement within the region. You will lead strategic initiatives and act as the primary service owner in collaboration with Capgemini to ensure exceptional employee experiences.

You will drive governance, performance reviews, and stakeholder engagement while guiding continuous improvement and aligning service delivery

Qualifications

• 8+ years of IT service delivery or related leadership experience.
• 3+ years in a Service Delivery Manager, vendor management, or governance role.
• Proven track record managing outsourced MSP relationships with SLAs.
• Strong ITIL-based service management knowledge (Incident, Problem, Change).
• Experience leading governance frameworks, dashboards, KPIs, backlog governance.
• Knowledge of IT asset lifecycle, procurement operations, workplace technology services.
• Excellent stakeholder management and executive communication.
• Proficiency with ServiceNow, Jira, Power BI, Tableau; Windows/macOS.

Responsibilities

• Lead governance and operational oversight for Global Service Desk, End User Services, and Procurement delivery across the region, serving as the primary escalation and accountability point.
• Partner closely with Capgemini to drive service performance through governance, operational reviews, dashboards, and performance metrics.
• Ensure service issues, aging tickets, and employee concerns are proactively managed and resolved to deliver an outstanding end-user experience.
• Own vendor governance processes, including SOP reviews, service performance management, escalation handling, and Service Improvement Plan execution.
• Oversee regional asset lifecycle management, including inventory visibility, hardware planning, spares management, procurement coordination, and lifecycle governance.
• Drive operational excellence through continuous service improvement initiatives, backlog management, trend analysis, and data-driven decision-making.
• Build strong relationships with regional leaders, business stakeholders, and executive teams, providing trusted support and service leadership across the organization.
• Assess field support delivery models and partner with service providers to optimize onsite support capabilities.

Skills

IT service delivery

Vendor management

Stakeholder management

ITIL practices

Leadership

Communication skills

Education

Bachelor's degree in Information Technology, Business, or related field

ITIL Foundation certification

Tools

ServiceNow

Jira

Power BI

Tableau

Microsoft 365

Job description

Ingram Micro in Singapore is seeking a Regional Service Delivery Manager to own end-to-end governance and operational outcomes across Global Service Desk, End User Services, and Procurement within the region. You will lead strategic initiatives and act as the primary service owner in collaboration with Capgemini to ensure exceptional employee experiences.

You will drive governance, performance reviews, and stakeholder engagement while guiding continuous improvement and aligning service delivery