Regional Services Manager

HCLTech; Singapore; On-site; SGD 150,000 - 230,000; Full time

Job summary

HCLTech seeks an experienced Senior Regional IT Service Delivery Manager in Singapore to lead regional IT service delivery and Deskside Support teams. You will act as the primary escalation point for incidents, drive root cause analysis, and partner with customers, vendors, and internal technology teams to ensure service excellence.

You will oversee SLA compliance, manage regional IT projects, and push continuous improvement initiatives while reporting trends and performance to leadership.

Qualifications

• 10+ years in IT Infrastructure or Service Delivery; 3+ years in regional management.
• Strong knowledge of IT infrastructure, end-user computing, and Windows OS/Office.
• Proven vendor and contract management with outsourcing partners.
• ITIL familiarity; PMI or PM certifications are a plus.
• Leadership of geographically and culturally diverse teams.
• Excellent stakeholder management, communication, problem-solving, and analytics.

Responsibilities

• Lead and manage regional IT Service Delivery and Deskside Support teams.
• Act as the primary escalation point for service-related issues and drive root cause analysis.
• Build relations with customers, stakeholders, vendors, and internal technology teams.
• Oversee service delivery performance, including SLA compliance, incidents, and service requests.
• Manage regional IT projects and drive continuous service improvements.
• Conduct regular operational reviews with country managers, customers, and vendors.
• Provide management reporting, trend analyses, and recommendations to enhance service quality.
• Ensure adherence to processes, standards, and methodologies across the region.

Skills

Leadership

Stakeholder management

Communication

Problem solving

Analytical skills

Travel readiness

Education

Bachelor's degree in Engineering/Information Technology

Tools

ITIL

MS Office

Job description

• Lead and manage regional IT Service Delivery and Deskside Support teams, including partner resources, to ensure high-quality end-user support.
• Act as the primary escalation point for service-related issues, driving timely resolution and root cause analysis.
• Build and maintain strong relationships with customers, stakeholders, vendors, and internal technology teams.
• Oversee service delivery performance, including SLA compliance, incident management, service requests, and customer deliverables.
• Manage regional IT projects, monitor key performance indicators, and drive continuous service improvements.
• Conduct regular operational reviews with country managers, customers, and vendors to ensure service excellence.
• Provide management reporting, trend analysis, and recommendations to enhance service quality and operational efficiency.
• Ensure adherence to established processes, standards, and methodologies across the region.

Job Requirements

• Bachelor's degree in Engineering, Information Technology, or a related discipline.
• 10+ years of experience in IT Infrastructure or Service Delivery, including at least 3 years in a regional management role.
• Strong knowledge of IT infrastructure, end-user computing, desktop support, Windows operating systems, Microsoft Office, and related technologies.
• Proven experience in vendor management, contract management, and managing outsourced service partners.
• Familiarity with ITIL frameworks; PMI or project management certifications are an advantage.
• Strong leadership experience managing geographically and culturally diverse teams.
• Excellent stakeholder management, communication, problem-solving, and analytical skills.
• Customer-focused mindset with the ability to work in a fast-paced, service-driven environment.
• Willingness to travel frequently across the region to support business and client requirements.