Director, Service Management APAC

About the role

Syneos Health is looking for a Director, Service Management APAC to lead a regional support function covering end-user technology services across Asia-Pacific. The role leads a team of internal employees and managed service partners, sets operational standards and escalates complex issues, while championing automation and improving the end-user experience.

Key responsibilities

• Lead, mentor and coordinate a regional support function, set operational standards and act as a regional escalation point for critical issues
• Own regional L2 support operations, workplace technology operations (endpoints, refresh, onboarding/offboarding) and support for Commercial Field Support teams
• Drive automation, self-service capabilities and proactive issue resolution with Digital Workplace, Engineering and Service Management teams
• Manage managed service partners against SLAs, KPIs and contractual obligations, and lead vendor performance reviews
• Govern selected global operational processes and support regional governance, reporting and service reviews
• Support regional VIP users and visiting executives, and coordinate support during regional travel

Required profile

• Bachelor's degree in information technology, computer science or a related field
• 12 years of experience in IT support, digital workplace or service management, including leading regional support teams
• Proven experience leading end-user support or workplace technology operations in enterprise environments
• Preferred: experience managing outsourced service providers, vendor performance management, and working in geographically distributed APAC environments

Required skills

• Windows 11 and macOS support, mobile device support (iOS, Android) with enterprise MDM (Intune, Workspace ONE/AirWatch)
• Microsoft 365, Teams, Webex, Outlook and collaboration platforms
• Endpoint security, MFA, VPN, Wi-Fi troubleshooting and device compliance
• Endpoint analytics and automation platforms such as Nexthink, SysTrack, Power Automate, ServiceNow, Crestron XiO Cloud or Logitech Sync
• ITSM best practices and service operations