We’re looking for an experienced Service Delivery Manager to lead and elevate service delivery across the Asia–Pacific region. This is a high‑impact role for someone who thrives in fast‑paced, customer‑centric environments and enjoys working with globally distributed teams.

You’ll take ownership of end‑to‑end service delivery for key enterprise customers, ensuring operational excellence, strong customer relationships, and alignment with global support standards. Acting as the senior escalation point in the region, you’ll play a critical role in managing major incidents, driving continuous improvement, and maintaining excellent service outcomes for our APAC customers.Travel across Australia will be required periodically in line with customer needs and service commitments.

What You’ll Be Doing

• Own end‑to‑end service delivery for all APAC customers, ensuring consistent service quality and meeting SLA/OLA commitments.
• Lead day‑to‑day operational performance across incident, request, problem, and change management.
• Act as the senior regional escalation point for high‑priority customer and internal issues.
• Oversee major incident management, ensuring clear communication, coordination, and thorough root cause analysis.
• Ensure seamless follow‑the‑sun support across UK, India, and APAC teams.
• Build strong, trusted relationships with senior and executive‑level customers across APAC.
• Lead service reviews, performance reporting, and service improvement discussions with key accounts.
• Partner with Sales and Account Management on renewals, expansions, and long‑term service planning.
• Lead, coach, and develop a geographically distributed team of support engineers and technical staff.
• Ensure effective regional coverage through shift planning and structured handovers.
• Drive performance reviews, training plans, and skills development to build a high‑performing APAC team.
• Track and analyse KPIs including SLA performance, CSAT, backlog health, and productivity.
• Drive initiatives to reduce repeat incidents, improve first‑contact resolution, and optimise workflows.
• Champion continuous improvement initiatives aligned with global service strategy, including automation and ITSM enhancements. 

What We’re Looking For

• Proven experience in service delivery or operations management within IT, SaaS, software, or technical support environments.
• Strong working knowledge of ITIL processes and best practices.
• Experience leading regional or distributed teams.
• Excellent communication skills, with confidence engaging senior and executive stakeholders.
• Calm, structured approach to managing pressure and major incidents.
• Strong analytical mindset and data‑driven decision‑making capability

Desirable

• Experience with ServiceNow or similar ITSM platforms.
• Background in SaaS, telematics, logistics technology, or enterprise support environments.
• Experience working in a global follow‑the‑sun support model.
• Exposure to Lean, Agile, or continuous improvement methodologies. 

Why Join Us?

• A highly visible role with real influence on customer experience and service strategy
• Opportunity to work with global teams and enterprise customers
• Flexible, remote‑based role within the APAC region
• A culture that values ownership, collaboration, and continuous improvement