IT Regional Service Delivery Manager (Contract, Up to 9k, Central) #IRT

We are hiring under Recruit Express headcount and details of this position are:

Job Title: Contract IT Regional Service Delivery Manager

Location: Central

Working Hours:  Mon - Fri

Regional travelling is required for this position


Job Description:

1. Service Management:

• Oversee day-to-day operations of customer and workplace services across the region.
• Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.
• Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.
• Ensure adherence to ITIL standards and other best practices in service management.

2. Team Leadership:

• Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
• Coordinate with HR for hiring, training, and professional development of team members.

3. Customer Satisfaction:

• Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.
• Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.
• Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.

4. Business Continuity:

• Develop and implement strategies to ensure business continuity and minimize service disruptions.
• Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
• Ensure all sites are compliant with security policies and disaster recovery procedures.

5. Project Management:

• Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
• Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
• Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.

6. Vendor Management:

• Liaise with external vendors and service providers to ensure the quality of third-party services.
• Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.

7. Reporting & Documentation:

• Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
• Maintain accurate documentation of processes, procedures, and service agreements.

Requirements:

• Experience in IT service management, with a focus on end-user computing and workplace services.
• Proven experience in managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.

ITIL certification

• Experience with project management tools and methodologies.
• Familiarity with workplace technology trends and innovations.

Interested applicants please send your resume to [email protected]

Rita Shi Tianhe

Outsourcing Team

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted.