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 with 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.
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๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ ๐ฎ๐ป๐ฑ ๐๐ผ๐ฟ๐ธ๐ฝ๐น๐ฎ๐ฐ๐ฒ ๐ฐ๐๐น๐๐๐ฟ๐ฒ.
