Regional Service Delivery Manager, End User Services
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What you'll do
- Own governance of Global Service Desk, End User Field Support and Procurement delivery within the region; serve as the accountable escalation point for a director-level chain of ownership.
- Chair joint (“2-in-a-box”) governance with the Capgemini Regional Delivery Lead, including daily stand-ups, shared dashboards, ticket aging reviews, and monthly operational reviews.
- Ensure that tickets opened more than 10 days automatically triggers joint ownership and proactive engagement with the affected user.
- Own review and approval of SOPs developed by Capgemini; drive documentation currency and completion for all in-region processes.
- Hold Capgemini accountable to agreed delivery standards under the Service Improvement Plan (SIP), escalating partner-performance gaps through the appropriate channel.
- Own inventory visibility, spares management, procurement planning, and hardware lifecycle governance for the region.
- Own smart locker operational processes: employee provisioning, spare allocation, return-locker strategy, capacity planning, and retention periods.
- Establish and run structured operational reviews, backlog governance, and trend analysis to drive measurable service improvement.
- Own the regional CSI roadmap in partnership with Capgemini.
- Own the regional business stakeholder relationship, including executive support governance and escalation handling.
- Conduct regular site visits, including joint visits with Capgemini leadership, to maintain visibility and strengthen local stakeholder relationships.
- Assess site-by-site criticality, user population, and operational complexity to determine where dedicated onsite (OSS) resources are warranted.
What they're looking for
- 8+ years in IT service delivery or end user services management, including 3+ years in a formal Service Delivery Manager or vendor governance role.
- Proven experience governing outsourced/managed service provider relationships (SLAs, escalation management, joint operating models), ideally across a multi-tower environment (Service Desk and Field Support).
- Working knowledge of ITIL-aligned service management practices (incident, problem, change).
- Track record of building and running operational governance rhythms — stand-ups, operational reviews, dashboards, ticket aging and backlog governance.
- Strong stakeholder management skills; comfortable engaging regional business leaders and executives.
- Bachelor's degree in a relevant field or equivalent experience.
Nice to have
- Experience with IT asset lifecycle management, hardware logistics, or smart locker / self-service equipment models is an advantage.
- ITIL Foundation certification preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Ingram Micro is a leading technology company for the global information technology ecosystem.
With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.
Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart.
Role Purpose
Own end-to-end governance and service outcomes for Global Service Desk, End User Services and Procurement within the region, acting as the accountable retained-organization leader in a “2-in-a-box” partnership with the Capgemini Regional Delivery Lead. This is a dedicated Service Delivery Manager (SDM) role — focused on governance, vendor management, and operational leadership — and is distinct from a site support engineer role. The SDM provides the clear, accountable chain that the retained organization currently lacks, closing today's escalation gap.
Key Responsibilities
Service Delivery Governance
- Own governance of Global Service Desk, End User Field Support and Procurement delivery within the region; serve as the accountable escalation point for a director-level chain of ownership.
- Chair joint (“2-in-a-box”) governance with the Capgemini Regional Delivery Lead, including daily stand-ups, shared dashboards, ticket aging reviews, and monthly operational reviews.
- Ensure that tickets opened more than 10 days automatically triggers joint ownership and proactive engagement with the affected user.
Vendor & SOP Governance
- Own review and approval of SOPs developed by Capgemini; drive documentation currency and completion for all in-region processes.
- Hold Capgemini accountable to agreed delivery standards under the Service Improvement Plan (SIP), escalating partner-performance gaps through the appropriate channel.
Asset & Hardware Lifecycle
- Own inventory visibility, spares management, procurement planning, and hardware lifecycle governance for the region.
Smart Lockers
- Own smart locker operational processes: employee provisioning, spare allocation, return-locker strategy, capacity planning, and retention periods.
Operational Excellence & Continuous Service Improvement (CSI)
- Establish and run structured operational reviews, backlog governance, and trend analysis to drive measurable service improvement.
- Own the regional CSI roadmap in partnership with Capgemini.
Executive Support & Business Relationship
- Own the regional business stakeholder relationship, including executive support governance and escalation handling.
- Conduct regular site visits, including joint visits with Capgemini leadership, to maintain visibility and strengthen local stakeholder relationships.
Field Support Optimization
- Assess site-by-site criticality, user population, and operational complexity to determine where dedicated onsite (OSS) resources are warranted.
- Partner with Capgemini to shape the sourcing model for those sites, including where dedicated Capgemini engineers should replace subcontracted resources.
Required Qualifications & Experience
- 8+ years in IT service delivery or end user services management, including 3+ years in a formal Service Delivery Manager or vendor governance role.
- Proven experience governing outsourced/managed service provider relationships (SLAs, escalation management, joint operating models), ideally across a multi-tower environment (Service Desk and Field Support).
- Working knowledge of ITIL-aligned service management practices (incident, problem, change).
- Track record of building and running operational governance rhythms — stand-ups, operational reviews, dashboards, ticket aging and backlog governance.
- Experience with IT asset lifecycle management, hardware logistics, or smart locker / self-service equipment models is an advantage.
- Strong stakeholder management skills; comfortable engaging regional business leaders and executives.
- Bachelor's degree in a relevant field or equivalent experience; ITIL Foundation certification preferred.
- Service Now, Jira, Power BI, Tableau, Microsoft O365, Mac iOS.
Key Skills & Competencies
- Governance and accountability mindset — owns outcomes, not just oversight.
- Vendor and partner management, including constructive challenge in a joint governance model.
- Data-driven operational management: KPIs, dashboards, and trend analysis.
- Cross-functional leadership without direct authority (“2-in-a-box” collaboration).
- Clear, confident communicator, comfortable presenting to senior stakeholders.
- Structured and process-oriented, with the ability to operate through organizational change.
Company
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