Job Description

Job Category: IT, Telecom & Internet
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PURPOSE:
The Regional Service Delivery Manager will oversee the delivery of Managed Print Services (MPS) within a specified region. This role entails managing service delivery teams, ensuring high levels of customer satisfaction, optimizing service operations, and driving continuous improvement initiatives. The ideal candidate will possess strong leadership, project management, and technical skills to effectively manage and enhance the MPS offerings.
KEY RESPONSIBILITIES:
Service Delivery Management -
Oversee and manage the delivery of MPS to clients within the assigned region. Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Monitor and report on service delivery performance, identifying areas for improvement
Customer Relationship Management -
Act as the primary point of contact for key clients, addressing service-related issues and maintaining strong client relationships. Conduct regular client meetings to review service performance, gather feedback, and discuss future needs.
Team Leadership and Development -
Lead, mentor, and develop a team of service delivery professionals. Conduct regular performance reviews, provide feedback, and create development plans for team members.
Operational Efficiency -
Optimize service delivery processes to improve efficiency and reduce costs. Implement best practices and standard operating procedures (SOPs) for service delivery
Incident and Problem Management -
Manage and resolve service-related incidents and problems in a timely manner. Implement root cause analysis and preventative measures to avoid repeat issues
Project Management -
Oversee the implementation of new MPS projects within the region. Coordinate with cross-functional teams to ensure projects are delivered on time and within budget
Compliance and Security -
Ensure compliance with all relevant regulations and industry standards. Oversee the implementation of security measures to protect client data
Continuous Improvement -
Drive continuous improvement initiatives to enhance service delivery quality and efficiency. Stay updated with industry trends and technological advancements in MPS
WHAT WE ARE LOOKING FOR:

• Bachelor's degree in business/IT/Engineering or a related field. Relevant certifications (eg. ITIL, PMP) will be a plus
• Minimum 5 - 8 years of experience in a service delivery management or program management role
• Proven experience managing large-scale service contracts with enterprise-level clients
• Experience managing regional or multi-country service delivery operations and cross-functional teams
• Strong understanding of equipment lifecycle, project optimization, billing, SLAs and service reporting
• Solid grasp of IT service management frameworks and tools, familiarity with project management best practices is desirable.
• Strong project management skills with a proven ability to manage complex service transitions, implementations and optimization plans
• Experience working with or managing third-party vendors, partners and cross-functional internal teams
• Strong stakeholder management and interpersonal skills, ability to influence and collaborate with senior level stakeholders
• Strong verbal and written communication skills, including the ability to create and deliver compelling presentations
• Demonstrated commitment to customer satisfaction and continuous service improvement
• Ability to manage and resolve escalated or high-profile service issues with diplomacy and urgency