3 часа назад
Regional Service Delivery Manager (SDM) End User Services
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Regional Service Delivery Manager (SDM) End User Services (IT Service Delivery): Governing regional Global Service Desk, End User Field Support, Procurement, and hardware lifecycle services with an accent on vendor accountability, operational governance, and executive stakeholder management. Focus on running joint governance with Capgemini, improving ticket and backlog performance, and designing smart locker and onsite support operations.
Location: Kallang Bahru, Singapore; regular site visits and onsite support planning are required.
Company
supports the global information technology ecosystem through technology products, services, and its digital platform.
What you will do
- Govern regional Global Service Desk, End User Field Support, and Procurement delivery as the accountable escalation point.
- Lead joint governance with Capgemini through stand-ups, shared dashboards, ticket-aging reviews, and monthly operational reviews.
- Review and approve service procedures, enforce delivery standards, and manage partner-performance escalations.
- Oversee inventory visibility, spares, procurement planning, hardware lifecycle, and smart locker operations.
- Run backlog governance, trend analysis, and continuous service improvement activities.
- Manage regional business relationships, executive support governance, site visits, and field-support sourcing decisions.
Requirements
- 8+ years of experience in IT service delivery or end user services management, including 3+ years in a formal Service Delivery Manager or vendor governance role.
- Experience governing outsourced or managed service providers, including SLAs, escalations, and joint operating models.
- Working knowledge of ITIL-aligned incident, problem, and change management practices.
- Experience with operational reviews, dashboards, KPIs, ticket aging, backlog governance, and trend analysis.
- Strong stakeholder management and communication skills, including engagement with regional business leaders and executives.
- Bachelor’s degree in a relevant field or equivalent experience; ITIL Foundation certification is preferred.
Nice to have
- Experience with IT asset lifecycle management, hardware logistics, smart lockers, or self-service equipment.
- Experience with ServiceNow, Jira, Power BI, Tableau, Microsoft O365, and Mac iOS.
Culture & Benefits
- Work in a cross-functional “2-in-a-box” governance model with Capgemini.
- Operate across regional service towers and business stakeholder groups.
- Drive measurable service improvement through structured operational governance and data analysis.
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