Regional Service Delivery Officer

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