Regional Service Delivery Manager, End User Services

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

At Ingram Micro, we help businesses realize the promise of technology. As a global technology company with the world's reach and expertise, we connect people, technology, and opportunities to accelerate growth and create meaningful impact. Every day, we empower our customers, vendor partners, and communities with innovative solutions that help shape the future of how the world works and connects.

Our Global Technology Services organization plays a critical role in delivering exceptional experiences to our employees and business partners. By ensuring reliable, efficient, and scalable IT services across our global operations, we enable productivity, collaboration, and business continuity. Our teams work at the intersection of technology, service management, and continuous improvement to deliver operational excellence and support Ingram Micro's growth strategy.

At Ingram Micro, our culture is guided by our Tenets of Success. We deliver Results through accountability and execution. We act with Integrity by doing what's right for our customers, partners, and colleagues. We embrace Imagination by seeking innovative solutions to complex challenges. We demonstrate Courage by leading change and making informed decisions. We take Responsibility for our commitments and outcomes. And we invest in Talent, recognizing that our people are our greatest source of competitive advantage. Together, these principles create an inclusive, collaborative environment where individuals can thrive and make a meaningful impact.

As the Regional Service Delivery Manager, you will be the accountable leader for end-to-end governance, service performance, and operational outcomes across Global Service Desk, End User Services, and Procurement within your assigned region. Acting as the retained organization's primary service owner, you will work in a strategic "2-in-a-box" partnership with our managed services provider, Capgemini, to ensure exceptional service delivery, operational excellence, and a world-class employee experience.

This is a highly visible leadership role focused on service governance, vendor management, stakeholder engagement, and continuous improvement. You will drive accountability, accelerate issue resolution, manage service performance, and act as the critical bridge between business stakeholders and service delivery teams.

What You'll Do

• 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 the Capgemini Regional Delivery Lead to drive service performance through structured 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 based on business needs and operational complexity.

What Will Help You Succeed

• 8+ years of experience in IT service delivery, end-user services, workplace technology, or operational IT leadership, including 3+ years in a Service Delivery Manager, vendor management, or service governance role.
• Proven success managing outsourced or managed service provider relationships, including SLAs, escalations, performance management, and joint operating models.
• Strong understanding of ITIL-based service management disciplines, including Incident, Problem, Change, and Continuous Improvement practices.
• Experience establishing and leading operational governance frameworks, performance reviews, service dashboards, KPI management, and backlog governance.
• Knowledge of IT asset lifecycle management, hardware logistics, procurement operations, workplace technology services, or self-service technology solutions.
• Excellent stakeholder management, communication, and influencing skills, with the ability to engage effectively with business leaders and executives.
• Proficiency with ServiceNow, Jira, Microsoft 365, Power BI, Tableau, and workplace technology environments including Windows and macOS.
• Bachelor's degree in Information Technology, Business, or a related field, with ITIL Foundation certification preferred.

What Makes You Stand Out

You are a service-focused leader who takes ownership of outcomes and continuously seeks opportunities to improve the employee experience. You excel in complex, matrixed environments where influence, collaboration, and accountability are critical to success. You are comfortable using data and insights to guide decisions, challenge the status quo, and drive meaningful improvements.

You thrive in cross-functional partnerships, build trust quickly, and bring a structured approach to solving problems. Most importantly, you embrace change, lead with integrity, and inspire confidence among stakeholders, partners, and team members alike.

Why Ingram Micro?

At Ingram Micro, you'll have the opportunity to influence technology experiences at a global scale while working alongside talented colleagues and industry-leading partners. We are committed to developing our people through meaningful career growth, continuous learning, exposure to innovative technologies, and opportunities to lead transformational initiatives.

Join a diverse, inclusive organization where your ideas are valued, your contributions matter, and your career can grow without limits. If you're passionate about service excellence, operational leadership, and shaping the future of workplace technology, we'd love to hear from you.

Let's Shape Tomorrow together.