About this role
MAIN PURPOSE
- Lead the Regional Service Delivery Team (3-5 personnel) plus 8-12 outsourced personnel
- Manage Service Delivery mainly on End User Computing (EUC) for APAC region which includes Offices, Warehouses, Factory, and Stores
- Manage our EUC and Service Delivery vendors in APAC region
- APAC markets include Taiwan, South Korea, Vietnam, Thailand, Singapore, Malaysia, Indonesia, , India w ith close to 2500 end users and 500 stores across the region
KEY RESPONSIBILITIES
- Service Management & Delivery
- Oversee the delivery of EUC services including desktops, laptops, mobile devices, printers, and collaboration tools.
- Ensure consistent service levels and standardized processes across APAC sites by maintaining approved Knowledge Base (KB) notes
- Manage SLAs, KPIs, and service reporting to ensure high-quality service delivery
- Stakeholder Engagement
- Act as the primary point of contact for regional business units regarding EUC services.
- Collaborate with global IT, vendors, and site leads to align service delivery with business needs and the global hardware model catalogue.
- Operational Excellence
- Oversee forecast and order management of endpoint devices across APAC to ensure timely provisioning, accurate planning, and operational alignment.
- Lead incident, problem, and change management processes for EUC.
- Drive root cause analysis and implement corrective actions to prevent recurrence.
- Ensure compliance with IT policies, security standards, and regulatory requirements.
- Manage budget for cost components under the End User Computing (EUC) vertical to ensure financial accountability and alignment with regional service delivery goals.
- Project & Vendor Management
- Creation and management of RFP including negotiation with vendors.
- Support regional IT projects including hardware refreshes, software rollouts, and infrastructure upgrades.
- Manage third-party vendors and service providers to ensure contractual obligations are met.
- Collaborate with Global and Regional Procurement and Legal teams for purchasing and contractual matters with the Vendor
- Act as Project Manager by applying project management methodology to ensure project delivery within scope, timeline, and cost.
- Continuous Improvement
- Identify opportunities to optimize EUC services and enhance user experience.
- Implement automation and self-service tools where applicable.
- Lead Change Request Management by prioritizing impact and urgency, implementing changes, and ensuring smooth adoption.
- Team Leadership & Collaboration
- Lead a team of cloud and network engineers, providing mentorship and technical guidance.
- Collaborate with application, security, and business teams to support IT initiatives.
- Manage vendor relationships and service contracts.
- Ad hoc Support
- Additional EUC-related tasks given by the supervisor or management team
REQUIREMENTS
- Bachelorโs degree in information technology, Computer Science, or related field.
- 10+ years of experience in IT service delivery, with at least 3 years in a regional or global role.
- Strong knowledge of EUC technologies (Windows, macOS, MDM, SCCM, O365, etc.).
- Conceptual knowledge of Infrastructure (Cloud, Server, and Network)
- Experience managing services in diverse environments: corporate offices, warehouses, manufacturing plants, and retail stores.
- ITIL certification and PMP / Prince2 certification preferred.
- Excellent communication, leadership, and stakeholder management skills.
- Ability to travel within the APAC region as needed.
๐ฆ๐ต๐ถ๐๐ฒ๐ถ๐ฑ๐ผ ๐๐๐ถ๐ฎ ๐ฃ๐ฎ๐ฐ๐ถ๐ณ๐ถ๐ฐ ๐ถ๐ ๐ฐ๐ฒ๐ฟ๐๐ถ๐ณ๐ถ๐ฒ๐ฑ ๐ฎ๐ ๐ฎ ๐๐ฟ๐ฒ๐ฎ๐ ๐ฃ๐น๐ฎ๐ฐ๐ฒ ๐๐ผ ๐ช๐ผ๐ฟ๐ธยฎ ๐ถ๐ป ๐ฆ๐ถ๐ป๐ด๐ฎ๐ฝ๐ผ๐ฟ๐ฒ, ๐ฟ๐ฒ๐ณ๐น๐ฒ๐ฐ๐๐ถ๐ป๐ด ๐ผ๐๐ฟ ๐๐๐ฟ๐ผ๐ป๐ด ๐ฐ๐ผ๐บ๐บ๐ถ๐๐บ๐ฒ๐ป๐ ๐๐ผ ๐ฒ๐บ๐ฝ๐น๐ผ๐๐ฒ๐ฒ ๐ฒ๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ ๐ฎ๐ป๐ฑ ๐๐ผ๐ฟ๐ธ๐ฝ๐น๐ฎ๐ฐ๐ฒ ๐ฐ๐๐น๐๐๐ฟ๐ฒ.