This company is a leading multinational medical consumables organization, with annual revenues exceeding USD 23 billion (FY2024).

The Service Delivery Manager ensures effective IT service delivery across the APAC region, maintaining high customer satisfaction and driving continuous service improvements. This role oversees IT support operations, aligns services with organizational goals and SLAs, and acts as the primary contact for service-related issues. The position also directly manages the APAC service desk team.

Key Responsibilities:
- Lead and manage the APAC service desk team, promoting operational excellence and customer focus.
- Act as main point of contact for service delivery issues and escalations, maintaining strong stakeholder relationships.
- Oversee incident and service request resolution, ensuring timely communication during major incidents.
- Identify opportunities to improve service quality and efficiency, implementing best practices.
- Generate performance reports on service desk operations, customer satisfaction, and SLA achievement.
- Ensure services comply with organizational policies and industry regulations.
- Manage vendor relationships and service contracts.
- Maintain comprehensive documentation of service delivery processes.

- 5+ years of experience in IT service delivery or operations management, including at least 2 years in a leadership role.
- Proven experience managing service delivery teams in medium-to-large organizations.
- Strong understanding of ITIL frameworks and service management principles.
- Excellent problem-solving, communication (English and Japanese), and stakeholder management skills.
- Preferred: ITIL certification and tertiary qualifications in IT or related fields.