Shiseido
Asia Pacific - Regional Service Delivery Manager
Based in Singapore, this manager leads Shiseido's APAC service delivery and end-user computing (EUC) team, overseeing desktops, laptops, mobile devices, and collaboration tools for ~2,500 users across offices, warehouses, factories, and stores. Day-to-day covers SLA/vendor management, incident and change management, budgeting, and IT projects using Windows, macOS, MDM, SCCM, and O365.
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Project management
- Posted
Skills
Must have
- 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
- Excellent communication, leadership, and stakeholder management skills
- Ability to travel within the APAC region as needed
Nice to have
- ITIL certification
- PMP / Prince2 certification
Full 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 with 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.