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.