Regional Service Delivery Manager (SDM) End User Services

Ingram Micro Asia Pte. Ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Ingram Micro Asia Pte. Ltd. seeks a Service Delivery Manager to govern Global Service Desk, End User Services and Procurement across the region.

You will chair joint governance with Capgemini, oversee escalation handling, and drive operational excellence through CSI initiatives and KPI dashboards. You will manage asset lifecycle, hardware provisioning, smart locker operations, and executive relationships, ensuring delivery standards and effective service improvements across multi-site

Qualifications

• 8+ years in IT service delivery or end-user services management.
• 3+ years in a formal Service Delivery Manager or vendor governance role.
• Experience governing outsourced relationships and multi-tower environments.
• Knowledge of ITIL-aligned service management processes.

Responsibilities

• Own governance of Global Service Desk, End User Field Support and Procurement within the region.
• Lead joint governance with Capgemini and manage escalations for leadership teams.
• Ensure timely ownership for tickets >10 days and drive proactive engagement.
• Oversee SOP governance, dashboards, and regional process documentation.
• Hold Capgemini accountable under SIP and manage partner performance gaps.
• Manage asset lifecycle, hardware procurement, and smart locker operations.
• Lead regional CSI initiatives and executive stakeholder relationships.

Skills

Governance

Vendor management

Data-driven operations

Cross-functional leadership

Executive communication

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Jira

Power BI

Tableau

Microsoft Office 365

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart.

Role Purpose Own end-to-end governance and service outcomes for Global Service Desk, End User Services and Procurement within the region, acting as the accountable retained-organization leader in a “2-in-a-box” partnership with the Capgemini Regional Delivery Lead. This is a dedicated Service Delivery Manager (SDM) role — focused on governance, vendor management, and operational leadership — and is distinct from a site support engineer role. The SDM provides the clear, accountable chain that the retained organization currently lacks, closing today's escalation gap.

Key Responsibilities

• Service Delivery Governance Own governance of Global Service Desk, End User Field Support and Procurement delivery within the region; serve as the accountable escalation point for a director-level chain of ownership.
• Chair joint (“2-in-a-box”) governance with the Capgemini Regional Delivery Lead, including daily stand-ups, shared dashboards, ticket aging reviews, and monthly operational reviews.
• Ensure that tickets opened more than 10 days automatically triggers joint ownership and proactive engagement with the affected user.
• Vendor & SOP Governance Own review and approval of SOPs developed by Capgemini; drive documentation currency and completion for all in-region processes.
• Hold Capgemini accountable to agreed delivery standards under the Service Improvement Plan (SIP), escalating partner-performance gaps through the appropriate channel.
• Asset & Hardware Lifecycle Own inventory visibility, spares management, procurement planning, and hardware lifecycle governance for the region.
• Smart Lockers Own smart locker operational processes: employee provisioning, spare allocation, return-locker strategy, capacity planning, and retention periods.
• Operational Excellence & Continuous Service Improvement (CSI) Establish and run structured operational reviews, backlog governance, and trend analysis to drive measurable service improvement.
• Own the regional CSI roadmap in partnership with Capgemini.
• Executive Support & Business Relationship Own the regional business stakeholder relationship, including executive support governance and escalation handling.
• Conduct regular site visits, including joint visits with Capgemini leadership, to maintain visibility and strengthen local stakeholder relationships.
• Field Support Optimization Assess site‑by‑site criticality, user population, and operational complexity to determine where dedicated onsite (OSS) resources are warranted.
• Partner with Capgemini to shape the sourcing model for those sites, including where dedicated Capgemini engineers should replace subcontracted resources.

Required Qualifications & Experience

• 8+ years in IT service delivery or end user services management, including 3+ years in a formal Service Delivery Manager or vendor governance role.
• Proven experience governing outsourced/managed service provider relationships (SLAs, escalation management, joint operating models), ideally across a multi-tower environment (Service Desk and Field Support).
• Working knowledge of ITIL-aligned service management practices (incident, problem, change).
• Track record of building and running operational governance rhythms — stand‑ups, operational reviews, dashboards, ticket aging and backlog governance.
• Experience with IT asset lifecycle management, hardware logistics, or smart locker / self-service equipment models is an advantage.
• Strong stakeholder management skills; comfortable engaging regional business leaders and executives.
• Bachelor's degree in a relevant field or equivalent experience; ITIL Foundation certification preferred.
• Service Now, Jira, Power BI, Tableau, Microsoft O365, Mac iOS.

Key Skills & Competencies

• Governance and accountability mindset — owns outcomes, not just oversight.
• Vendor and partner management, including constructive challenge in a joint governance model.
• Data-driven operational management: KPIs, dashboards, and trend analysis.
• Cross-functional leadership without direct authority (“2-in-a-box” collaboration).
• Clear, confident communicator, comfortable presenting to senior stakeholders.
• Structured and process-oriented, with the ability to operate through organizational change.

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey!

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else. Let’s shape tomorrow.