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Shiseido
Asia Pacific - Regional Service Delivery Manager
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Shiseido
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Shiseido

Asia Pacific - Regional Service Delivery Manager

Singapour, Singapore · Posted yesterday

Job details

Location: Singapour, Singapore

Description

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 w ith 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 • Bachelor’s 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. 𝗦𝗵𝗶𝘀𝗲𝗶𝗱𝗼 𝗔𝘀𝗶𝗮 𝗣𝗮𝗰𝗶𝗳𝗶𝗰 𝗶𝘀 𝗰𝗲𝗿𝘁𝗶𝗳𝗶𝗲𝗱 𝗮𝘀 𝗮 𝗚𝗿𝗲𝗮𝘁 𝗣𝗹𝗮𝗰𝗲 𝘁𝗼 𝗪𝗼𝗿𝗸® 𝗶𝗻 𝗦𝗶𝗻𝗴𝗮𝗽𝗼𝗿𝗲, 𝗿𝗲𝗳𝗹𝗲𝗰𝘁𝗶𝗻𝗴 𝗼𝘂𝗿 𝘀𝘁𝗿𝗼𝗻𝗴 𝗰𝗼𝗺𝗺𝗶𝘁𝗺𝗲𝗻𝘁 𝘁𝗼 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗮𝗻𝗱 𝘄𝗼𝗿𝗸𝗽𝗹𝗮𝗰𝗲 𝗰𝘂𝗹𝘁𝘂𝗿𝗲.

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Shiseido (Shiseido Group) is hiring for 188 positions in 16 countries. View all its openings

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