Regional Service Delivery Office

KEY RESPONSIBILITIES

Service Management & Delivery

Forecast & order management of hardware and software on devices.

Oversee the delivery of EUC services including desktops, laptops, mobile devices, printers, and collaboration tools.

Ensure consistent service levels across all APAC sites, including remote and on-site support.

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 teams, vendors, and local site leads to align service delivery with business needs.

Operational Excellence

Standardization of processes and knowledge management.

Device and software catalogue management and standardization.

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.

Vendor Management

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 including local ISP or Telecommunication Company.

Continuous Improvement

Identify opportunities to optimize EUC services and enhance user experience.

Implement automation and self-service tools where applicable.

Ad hoc Support

Additional tasks given by the supervisor or management team

Criteria:

Bachelor's degree in information technology, Computer Science, or related field.

5+ years of experience in End User Computing 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, and manufacturing plants,

Excellent communication, leadership, and stakeholder management skills.

Ability to travel within the APAC region as needed.