Regional Service Delivery Specialist

Overview

The Regional Service Delivery Specialist combines critical issue management, major incident support responsibilities, service coordination, and deskside technical support experience. This role ensures effective end-user support, structured incident management, and incident handling across business-critical services.

• Ensure timely and appropriate engagement with customers on high-impact or time-sensitive issues.
• Monitor service queues to ensure SLA compliance and resolution quality.
• Act as a point of coordination between customers, technical teams, and regional leadership.
• Support service performance reporting and identify recurring service issues.
• Maintain accurate documentation of incidents, actions, and resolutions.
• Maintain asset and configuration record accuracy.
• Support end to end coordination within the regional structure.
• Ensure timely communication during high-impact incidents.
• Facilitate bridge calls and track recovery actions.
• Raise issues appropriately based on impact, severity driven response, and business risk.
• Assist with post-incident reviews and documentation.
• Identify systemic trends and drive sustainable reduction of repeat incidents.
• Provide deskside and on-site technical support for hardware, software, and workplace technologies.
• Diagnose and resolve end‑user incidents related to devices, collaboration tools, and local infrastructure.
• Lead and coordinate issues to resolver groups and third‑party providers.
• Support onboarding and offboarding activities, including device provisioning and access coordination.

• Demonstrated ability in IT service delivery, or IT incident management as well as IT support.
• ITIL certification (ITIL v4 Foundation minimum).
• Experience providing deskside or end‑user computing support.
• Experience running incidents of different criticality and coordinating multi‑functional resolution.
• Experience working with ITSM platforms (e.g., Service Now or similar).
• Strong fix and diagnostic capability!
• Ability to remain structured and composed during service disruptions.
• Excellent verbal and written communication skills, with demonstrable ability to engage and coordinate across internal teams.
• Understanding of SLA management and service performance metrics!

• Experience with Major Incident Management processes.
• Experience in a regional or global enterprise environment.
• Exposure to service reporting and trend analysis.
• Experience supporting workplace technologies.

Salary Range: $115,800-$156,600 per year

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.