Regional IT Service Delivery Lead

Scope: APAC About The Role We are looking for an experienced IT Service Delivery Lead to oversee IT service delivery & technology initiatives across the APAC region. You will work closely with business & IT stakeholders to ensure technology services & projects are aligned with business needs, delivered effectively & continuously improved. You will be responsible for service management, project governance, demand management, stakeholder coordination & operational performance. You will also play a key role in managing major incidents, improving service quality & ensuring IT services meet agreed business & service requirements. Key Responsibilities IT Governance & Demand Management • Manage & coordinate IT requests & initiatives across the region • Work with business stakeholders to understand requirements & assess IT needs • Review, prioritise & track IT demands based on business priorities, resources & timelines • Monitor progress of IT initiatives & escalate risks or issues where required • Support IT budgeting, cost monitoring & resource planning • Coordinate with external IT vendors & service providers • Provide regular updates & reports to management on IT initiatives & service performance Project & Portfolio Management • Support planning, governance & delivery of IT projects across the region • Establish & maintain project management processes, standards & controls • Monitor project scope, timelines, budgets, resources, risks & dependencies • Coordinate project reviews & management meetings • Support resource allocation & capacity planning • Prepare project portfolio reports & dashboards for management • Identify opportunities to improve project delivery processes & operational efficiency • Ensure projects remain aligned with business priorities & expected outcomes IT Service Management • Manage & continuously improve IT service delivery across APAC • Ensure IT services meet agreed service levels, quality standards & business requirements • Monitor SLAs & OLAs for incidents, service requests & operational support • Act as the main point of contact for service-related issues & escalations • Coordinate management of major incidents, including critical escalations • Work with relevant teams to identify root causes & prevent recurring incidents • Drive problem management & service improvement initiatives • Monitor service performance & identify opportunities to improve customer satisfaction • Develop communication plans for major incidents, service disruptions & service improvements • Ensure compliance with agreed service levels & IT service management standards • Take a proactive approach to identifying operational risks & improving service reliability Requirements • Bachelor's degree in Information Technology, Computer Science, Computing or related discipline • IT service management certification is required • Proven experience in IT service delivery, IT service management or a similar role • Good understanding of IT infrastructure, applications & enterprise technology environments • Strong knowledge of IT service management principles, processes & quality standards • Experience managing incidents, escalations, SLAs, OLAs & problem management • Experience in project management, IT governance, demand management or PMO functions is highly desirable • Strong stakeholder management & communication skills • Customer-focused & service-oriented mindset • Strong analytical & problem-solving skills • Process-oriented, hands-on & detail-oriented • Able to work independently & manage multiple priorities • Able to handle confidential & sensitive information appropriately • Good understanding of current technology trends & their potential business applications To Apply (via Harold Consultancy) For a confidential discussion, please submit your detailed CV to Lorvz Concepcion at hello@haroldconsultancy.com.