Regional Service Delivery Manager

RECRUIT EXPRESS PTE LTD; Singapore; Hybrid; SGD 80,000 - 120,000; Full time

Job summary

A regional service management firm based in Singapore is seeking a Regional Contract Service Delivery Manager to oversee operations across multiple locations. The successful candidate will manage end-user computing services, lead a support team, and ensure high levels of customer satisfaction. Strong ITIL knowledge and proven team management experience are essential. The position involves regional travel to engage with stakeholders and monitor service delivery. Interested applicants should send their resume to a specified email.

Qualifications

• Experience in IT service management, focusing on end-user computing.
• Proven experience managing teams across multiple sites.
• Strong understanding of ITIL framework.

Responsibilities

• Oversee daily operations of customer and workplace services.
• Lead and mentor the onsite support team.
• Serve as the primary point of contact for regional stakeholders.
• Develop strategies for business continuity.
• Lead regional projects related to IT infrastructure.
• Liaise with vendors to ensure service quality.

Skills

IT service management

Team management

Communication skills

Problem-solving skills

Analytical skills

Job description

Overview

We are hiring under Recruit Express headcount and details of this position are:

Job Title: RegionalContract Service Delivery Manager

Location: Central

Working Hours: Mon - Fri

Regional travelling is required for this position.

Responsibilities

Service Management

• 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.

• Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.

• Ensure adherence to ITIL standards and other best practices in service management.

Team Leadership

• Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.

• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.

• Coordinate with HR for hiring, training, and professional development of team members.

Customer Satisfaction:

• Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.

• Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.

• Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.

Business Continuity:

• Develop and implement strategies to ensure business continuity and minimize service disruptions.

• Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.

• Ensure all sites are compliant with security policies and disaster recovery procedures.

Project Management:

• Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.

• Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.

• Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.

Vendor Management:

• Liaise with external vendors and service providers to ensure the quality of third-party services.

• Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.

Reporting & Documentation:

• Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.

• Maintain accurate documentation of processes, procedures, and service agreements.

Requirements

• Experience in IT service management, with a focus on end-user computing and workplace services.

• Proven experience in managing teams across multiple sites.

• Strong understanding of ITIL framework and service management principles.

• Excellent communication, leadership, and interpersonal skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong analytical and problem-solving skills.

ITIL certification:

• Experience with project management tools and methodologies.

• Familiarity with workplace technology trends and innovations.

Application

Interested applicants please send your resume to [e-mail] and look for:

Rita Shi Tianhe

Outsourcing Team

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted.