Regional Service Delivery Manager

The Regional Service Manager (RSM) serves as the operational leader responsible for executing the global service strategy within assigned regions. The RSM acts as the regional extension of the Globa Service Manager, ensuring contractual commitments, governance standards, SLA performance, and customer outcomes are successfully delivered across countries and local service organizations.

• Own day-to-day service delivery performance within assigned region.
• Coordinate regional operational activities and resources.
• Govern country-level execution and service performance.
• Drive operational excellence and SLA attainment.
• Manage service risks and regional performance issues.
• Manage operational customer relationships.
• Lead regional service reviews and operational governance meetings.
• Translate customer requirements into actionable operational plans.
• Build strong relationships with customer stakeholders and service delivery teams.
• Support customer satisfaction and service improvement initiatives.

• Execute global governance processes within the region.
• Ensure adherence to contractual and service management standards.
• Own regional reporting, KPI tracking, and action-item management.
• Maintain visibility of service risks, issues, actions, and improvement plans.
• Support governance boards and service review processes.
• Own operational escalations within the region.
• Coordinate major incident management and recovery efforts.
• Lead corrective action planning and follow-through.
• Escalate strategic risks and recurring issues to leadership when required.
• Ensure customer-impacting issues receive appropriate executive visibility.

• Monitor SLA, KPI, and operational performance trends.
• Coordinate suppliers, service partners, and operational teams.
• Support operational transformation and optimization initiatives.
• Drive accountability for action plans and service improvements.

• 5+ years in Service Delivery Management, Operations Management, Customer Success, IT Services, Managed Services, or Workplace Services.
• Experience managing geographically distributed service delivery teams.
• Experience leading customer-facing operational reviews.
• Experience with SLA, KPI, and governance reporting.
• Experience managing escalations and major service issues.
• Strong stakeholder management and communication skills.

• Global or multi-country account management experience.
• Managed Services, Workplace Services, Device Lifecycle, Field Services, or IT Outsourcing experience.
• Experience working with suppliers and third-party service providers.
• Knowledge of ITIL or service management best practices.
• Experience in governance, continuous improvement, and operational transformation initiatives.

• Customer Relationship Management
• Service Delivery Leadership
• Operational Governance
• Executive Communication
• Data-Driven Decision Making
• Cross-Functional Leadership
• Presentation & Reporting Skills
• Strategic Thinking with Operational Execution Focus

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.