SERVICE DELIVERY MANAGER (APAC)

SERVICE DELIVERY MANAGER (APAC)

Field Services Tower APAC Operations

Job Title

Service Delivery Manager (APAC) Field Services

Division / Tower

Field Services (FS) Tower

Function

APAC Service Delivery & Operations

Location

Chennai, India

Reports To

Head of Field Services

Scope

APAC Region (India, SEA, ANZ, North Asia)

Travel

Up to 25% (within APAC region)

Role Overview

The Service Delivery Manager (APAC) is the regional delivery leader responsible for managing the end-to-end operations and service delivery of the Field Services Tower across the Asia-Pacific region. This role owns the performance of all field engineers in APAC, ensures operational excellence across client engagements, and serves as the primary interface for onboarding new clients and managing existing accounts within the region. The SDM will also be responsible for managing Service Delivery Coordinators (SDCs), defining their KPIs/KRAs, and ensuring consistent, SLA-compliant delivery across all APAC markets.

Key Responsibilities

1. Field Engineer Management APAC

• Manage, lead, and develop the entire pool of field engineers across the APAC regionincluding India, Southeast Asia, Australia/New Zealand, and North Asia.
• Oversee day-to-day resource allocation, scheduling, and dispatch of field engineers to ensure optimal coverage and utilisation across all APAC client sites.
• Monitor individual and team performance against operational KPIs: First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), On-Time Arrival (OTA), and ticket closure rates.
• Conduct regular performance reviews, coaching sessions, and skills assessments for field engineers.
• Manage workforce planning for the APAC region, including headcount forecasting, attrition management, and backfill coordination with the Demand & Workforce Planning team.
• Ensure all field engineers maintain current certifications, safety training, and compliance with client-specific site access requirements.
• Build a culture of accountability, professionalism, and client-first mindset across the APAC field engineering workforce.

2. Operations & Service Delivery FS Tower

• Own the operational delivery of the Field Services Tower across APAC, ensuring all client engagements are delivered on time, within scope, and to the agreed quality and SLA standards.
• Establish and maintain robust operational processes including incident management, escalation matrices, shift management, and business continuity protocols.
• Drive operational efficiency through intelligent scheduling, route optimisation, multi-skilling initiatives, and reduction of repeat visits.
• Leverage ITSM platforms (ServiceNow, Freshservice) for ticket management, real-time tracking, SLA monitoring, and operational reporting.
• Produce daily, weekly, and monthly operational dashboards covering ticket volumes, SLA compliance, engineer utilisation, backlog trends, and customer satisfaction scores.
• Manage regional spare parts logistics, tool kits, and inventory coordination to minimise delays in break-fix and IMAC activities.
• Implement continuous improvement initiatives (Kaizen, Lean, ITIL CSI) to drive measurable gains in delivery quality and efficiency.

3. Client Onboarding & Account Management

• Lead the onboarding of new clients within the APAC region, managing the full lifecycle from contract handover through transition, knowledge transfer, and go-live.
• Develop regional onboarding playbooks including site surveys, SOPs, engineer induction plans, tooling setup, and escalation protocols.
• Conduct operational readiness assessments and pilot runs before taking new engagements to steady-state.
• Serve as the primary operational point of contact for existing APAC clientsmanaging regular service reviews, escalation calls, and relationship governance.
• Proactively identify risks, service gaps, and improvement opportunities within existing accounts and present remediation plans.
• Collaborate with the Head of Field Services and Sales to support renewals, expansions, and upsell opportunities within APAC accounts.
• Ensure client communication cadences are maintainedincluding weekly operational updates, monthly service reports, and quarterly business reviews (QBRs).

4. SDC Management & KPI/KRA Definition

• Directly manage and mentor a team of Service Delivery Coordinators (SDCs) who serve as the operational backbone for daily dispatch, ticket triage, and engineer coordination.
• Define clear KPIs and KRAs for each SDC, aligned to regional delivery targets and client SLA commitments. Examples include:

Ticket Triage Time: Average time from ticket creation to engineer assignment 15 minutes.

Dispatch Accuracy: 98% of dispatches matched to correct skill set and geography.

SLA Breach Prevention: Proactive escalation initiated for 90% of at-risk tickets before SLA expiry.

Client Communication: 100% of clients receive status updates within defined timelines.

Data Quality: 95% accuracy in ticket documentation, closure notes, and engineer time logs.

• Conduct monthly performance reviews with each SDC, providing structured feedback, coaching, and development plans.
• Design SDC shift rosters and coverage models to ensure 24/5 or 24/7 operational support as required by client contracts.
• Develop career progression pathways for SDCs into senior coordinator, team lead, or operational management roles.
• Ensure SDCs are proficient in all ITSM tools, dispatch systems, and communication platforms used by the FS Tower.

Qualifications & Experience

Required:

• Bachelors degree in Engineering, IT, or related discipline.
• 10+ years in IT field services delivery or managed services, with at least 4 years in a regional service delivery management role.
• Proven experience managing 100+ field engineers across multiple APAC countries with diverse cultural and regulatory environments.
• Strong operational expertise in break-fix, IMAC, smart hands, and technology deployment services.
• Experience managing SDCs or dispatch coordination teams with defined KPIs and performance frameworks.
• Proficiency with ITSM platforms (ServiceNow, Freshservice) and workforce management tools.
• Understanding of APAC labour markets, employment practices, and regional compliance requirements.
• Excellent client-facing skills with experience conducting service reviews and QBRs.

Preferred:

• MBA or postgraduate qualification in Operations or Business Management.
• ITIL v4 Foundation or higher; PMP or PRINCE2 certification.
• Experience in a global IT services provider, MSP, or GSI environment.
• Familiarity with field service management platforms (ServiceMax, Salesforce Field Service).