Regional Service Delivery Manager, Asia Pacific

Permanent employment / Kuala Lumpur, , Malaysia
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Regional Service Delivery Manager, Asia Pacific

Description

Position Summary

The Regional Service Delivery Manager, Asia Pacific plays a critical role in ensuring the successful delivery of DTX Services across the region. This position supports both local and regional service operations and closely collaborates with the Solution Design & Implementation team to drive project execution. As part of the DTX Service Operations function, the role serves as the regional representative of the DTX organization.

The manager acts as the primary point of contact for the Regional Business Management Team, addressing service-related issues and requests, and providing regular performance updates on DTX operations.

Key Accountabilities

  • Responsible to support the Service Delivery of centrally delivered DTX Services within the respective region to ensure a high-quality Service Delivery to DTX customers within Omya. It includes as well locally required activities; communication needs or trainings.
  • The Regional Service Delivery Manager is part of the DTX Service Operations Management Team and must report on the performance, issue and needs within the respective region.
  • Responsible for the Service Delivery of regionally delivered DTX Services within the respective region (e.g. Facility-related services).
  • Responsible for the contract fulfilment of our partners and suppliers for local or regional contracted services within the respective region.
  • Responsible for the line Management of the regional DTX employees; supporting the line managers of the central DTX functions in any HR or office related matters for their employees located in the respective region.
  • Responsible for the management of the DTX contracts signed with the Omya entities in the respective region. This includes a regular update to all DTX functions about any changes, especially to the Governance & Management function, Business Engagement function and Service Operations.
  • Responsible for all DTX cost centers in the local entities are correctly managed, planned and controlled, in close alignment with the DTX Finance team.
  • Solution Delivery & Implementation – support the execution of global and regional projects under the leadership of Solution Design & Implementation function in the respective regions.
  • Business Engagement:
    • Interact in a trustful relationship with the Regional Business Management, report regularly on the DTX Service Delivery Performance for the Region including financial performance, act as an escalation point.
    • Support the DTX Business Engagement function to share and align on the regional needs, requirements, and issues.

Job Requirements

Education and Experience

  • University degree in Computer Science or related field.

  • Proven track record as an IT Manager with experience in Service Delivery for Operational Technology, Application and Infrastructure services working in a global multinational environment. This includes budgeting and cost control processes.
  • Proven track record of operating and maintaining complex and innovative solutions that deliver high customer satisfaction and value.

Knowledge and Skills

  • Strong knowledge and experience in applying ITIL and IT Service Management principles and practices to Service Operations.

  • Good knowledge in actual IT & OT technologies.
  • Good knowledge in IT Project Management processes.
  • Excellent communication, presentation and interpersonal skills with the ability to communicate effectively with diverse audiences and stakeholders within a matrix organization, including Senior Management.
  • Understanding of Business priorities and the dependencies of Business processes on IT systems.
  • Good analytical, problem-solving and decision-making skills.
  • Strong leadership and organizational skills.

Other requirements

  • Ability and willingness to work as member of a virtual and global IT team in a matrix organization.
  • Recent Certification in ITIL v3/4.
  • Ability to travel (mainly within the region).
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