APJ IT Service Delivery Manager

Position Summary

We are seeking an experienced, people-centered APJ IT Service Delivery Manager to lead and continuously evolve End User Support operations across the Asia-Pacific & Japan (APJ) region. This role is responsible for managing Tier 1 and Tier 2 support teams delivering internal IT support across key APJ locations, including Bangalore, Mumbai, Manila, and Singapore, while also supporting Solarians distributed throughout the broader region.

This role is ideal for a leader who enjoys strengthening and advancing existing operations—someone who can bring structure, consistency, and thoughtful improvements to how support is delivered, while building on a solid foundation already in place. The APJ IT Service Delivery Manager will focus on elevating service quality, improving operational maturity, and enabling teams to work smarter through better processes, tooling alignment, and collaboration.

This is a hybrid role based in Bangalore, requiring onsite presence three days per week to ensure strong team engagement, operational oversight, and partnership with local stakeholders.

Key Responsibilities

• The APJ IT Service Delivery Manager will lead multiple support functions, including:
• Tier 1 Virtual Tech Bar (chat support)
• User Provisioning / Joiner–Mover–Leaver (JML) support
• Tier 2 onsite desktop and office support teams
• The ideal candidate is a servant leader with strong operational discipline, regional leadership experience, and a passion for continuously improving the end-user experience. This role partners closely with Global End User Services leadership, Modern Management engineering teams, HR, Facilities, and peer Service Desk Managers across EMEA and the Americas to drive meaningful, forward-looking enhancements.
• Regional Leadership & People Management
• Lead, coach, and develop a distributed team of Tier 1 chat agents, Tier 2 onsite technicians, and user provisioning specialists across APJ.
• Build a strong in-office culture while supporting a hybrid workforce model.
• Ensure consistent performance management, career development, and engagement for technicians across multiple countries and time zones.
• Service Desk & Support Operations
• Own day-to-day End User Support operations for APJ, ensuring timely, high-quality resolution of incidents and requests.
• Oversee Tier 1 Virtual Tech Bar chat support operations, ensuring alignment with global support standards and SLAs.
• Manage Tier 2 onsite support for Windows and macOS endpoints across APJ offices.
• Act as the escalation point for high-priority incidents, including executive and VIP support needs.
• Regional Coverage & Site Support
• Partner with local site leadership, HR, and Facilities to ensure strong onsite coverage, onboarding execution, and end-user engagement.
• Oversee support for conference rooms, AV systems, and collaboration technologies to enable seamless hybrid work experiences.
• Ensure appropriate staffing and coverage models across Bangalore, Mumbai, Manila, Singapore, and remote APJ locations.
• Compliance, Process & Governance
• Ensure operational compliance with regional requirements, including familiarity with PEZA processes and regulations in Manila.
• Maintain strong Joiner–Mover–Leaver (JML) processes in partnership with HR and Identity teams.
• Drive consistent use of ITSM processes, metrics, and reporting to improve CSAT, efficiency, and service quality.
• Technology & Tooling Alignment
• Leverage modern endpoint management platforms such as Microsoft Intune, Entra ID, Windows Autopatch, and related tooling to enhance support efficiency.
• Partner with macOS management teams (Jamf) to ensure Apple device compliance and performance.
• Collaborate with Modern Management, Tier 3 engineering, and Security teams for escalations and global initiatives.
• Asset & Vendor Management
• Oversee regional hardware asset lifecycle management, including procurement, refresh, logistics, and disposal.
• Coordinate with vendors and local service providers to support APJ operations.
• Ensure accurate asset tracking and alignment with global IT standards.
• Global Collaboration
• Work closely with Service Desk Managers in EMEA and the Americas to maintain a unified global support model.
• Contribute to global initiatives such as Windows 11 upgrades, endpoint compliance programs, service desk automation, and AI-enabled support enhancements.

Required Qualifications

• 5+ years of IT support or service desk leadership experience, preferably in a global or multi-regional environment.
• Proven experience managing Tier 1 and Tier 2 support teams, including chat-based support and onsite desktop support.
• Strong understanding of Windows and macOS endpoint support and Microsoft 365 environments.
• Experience working with or alongside Jamf-managed macOS environments.
• Hands-on familiarity with Microsoft Intune, Entra ID, Windows Autopatch, and modern endpoint management concepts.
• Experience leading hybrid teams and driving in-office engagement.
• Strong communication skills with a customer-first, service-oriented mindset.
• Comfortable working across time zones and cultures.
• Fluent in English.

Preferred Qualifications

• ITIL Foundations certification or equivalent service management training.
• Experience with AV and conference room technology support.
• Familiarity with Microsoft Defender, Autopilot, and Zero Trust principles.
• Experience supporting operations in the Philippines, including PEZA-related processes.
• Prior experience in fast-paced, tech-forward, or scaling organizations.