Service Delivery Manager

Must-Have Requirements . . . . . . . . .

• Extensive IT Service Delivery experience, with strong focus on EUC / Field Services
• Proven experience as a Service Delivery Manager or equivalent role in ASPAC region
• Strong customer relationship management experience with enterprise clients
• Hands-on experience managing multi-country teams in a matrix environment
• Solid understanding of ITIL / Service Management frameworks
• Demonstrated experience in vendor management and governance
• Strong skills in reporting, documentation, and executive communication
• Ability to drive transformations and continuous improvement initiatives
• Excellent stakeholder management, escalation handling, and problem-solving skills

Good-to-Have Requirements . . . . . . .

• Experience supporting pharmaceutical or life sciences clients across manufacturing, labs, and corporate sites Exposure to global EUC transformation programs (tool consolidation, automation, self-service, device lifecycle) Knowledge of ServiceNow or similar ITSM platforms
• Experience managing BCP, audits, and compliance requirements
• Project management experience (PMP, PRINCE2, or equivalent - preferred)
• Prior experience working in global delivery or multi-vendor environments
• Strong cultural awareness and ability to work across diverse ASPAC geographies