Regional Service Delivery Executive

Job Responsibilities

1. Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.
2. Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.
3. Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.
4. Oversee day-to-day operations of customer and workplace services across the region. Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.
5. Monitor service performance, analyse metrics, and implement improvements to enhance service quality and user experience.
6. Ensure adherence to ITIL standards and other best practices in service management.
7. Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
8. Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
9. Develop and implement strategies to ensure business continuity and minimize service disruptions.
10. Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
11. Ensure all sites are compliant with security policies and disaster recovery procedures.
12. Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
13. Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
14. Liaise with external vendors and service providers to ensure the quality of third-party services.
15. Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.

Minimum Requirements:
Minimum 5 years of hands-on experience in related field.