Regional Service Delivery Lead – APAC & Onsite Support

GMP RECRUITMENT SERVICES (S) PTE LTD; Singapore; On-site; SGD 100,000 - 180,000; Full time

Job summary

GMP Recruitment Services (S) PTE LTD is seeking a Regional Service Delivery Manager in Singapore to lead service desk operations across APAC, ensuring incident, request and escalation processes meet client retail business needs.

The role requires ITIL expertise, 2+ years of team leadership (20+ staff), strong English and Mandarin, and ability to drive service improvements, reporting, and stakeholder management on a regional level.

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).
• Excellent written and spoken in English and Mandarin to deal with Chinese stakeholders
• Proactive, excellent leadership skills, self-motivated and able to take ownership.
• Experienced Service Management professional.
• Good knowledge of ITIL disciplines.
• Willingness to support and mentor junior staff.
• Able to work under pressure and meet deadlines.
• Experiences in supporting regional customers is an advantage

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

Job description

GMP Recruitment Services (S) PTE LTD is seeking a Regional Service Delivery Manager in Singapore to lead service desk operations across APAC, ensuring incident, request and escalation processes meet client retail business needs.

The role requires ITIL expertise, 2+ years of team leadership (20+ staff), strong English and Mandarin, and ability to drive service improvements, reporting, and stakeholder management on a regional level.