Regional Service Delivery Manager

Regional Services Manager (RSM)

Position Summary

The Regional Services Manager (RSM) is responsible for leading end-user and infrastructure support services across a defined geography, ensuring delivery excellence, SLA compliance, operational stability, customer satisfaction, and continuous service improvement. The RSM acts as the primary point of contact for regional stakeholders, manages service escalations, drives transformation initiatives, and leads cross-functional teams to deliver a superior employee experience.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end service delivery for Deskside Support, Field Services, Smart Hands, and End User Computing services within the assigned region.
• Ensure contractual SLAs, XLAs, KPIs, and operational targets are consistently achieved.
• Drive operational excellence through proactive issue management, problem management, and service reviews.
• Lead regional governance meetings and present service performance metrics to customer stakeholders.
• Manage major incidents and ensure timely restoration of services.

Customer & Stakeholder Management

• Serve as the primary regional escalation point for business and customer stakeholders.
• Develop strong relationships with customer leadership, site management, and technology teams.
• Ensure high-quality VIP and executive support services.
• Provide regular updates on service health, risks, and improvement initiatives.

Team Leadership

• Lead and mentor regional support managers, site leads, and technical teams.
• Drive employee engagement, capability development, and succession planning.
• Manage workforce planning, demand forecasting, and resource optimization.
• Foster a culture of accountability, collaboration, innovation, and customer-centricity.

Service Improvement & Transformation

• Identify opportunities for service optimization, automation, and self-service adoption.
• Drive continuous improvement initiatives to improve user experience and reduce operational costs.
• Collaborate with Service Desk, Infrastructure, Security, and Workplace Services teams to enhance service delivery.
• Support AI, automation, and digital workplace transformation programs.

Governance & Compliance

• Ensure adherence to ITIL processes, security standards, audit requirements, and compliance policies.
• Maintain regional operational documentation, knowledge articles, and runbooks.
• Conduct regular operational reviews and risk assessments.

Financial & Vendor Management

• Manage regional operational budgets and resource utilization.
• Oversee third-party vendors and ensure contractual obligations are met.
• Support commercial discussions, forecasting, and cost optimization initiatives.

Key Performance Indicators (KPIs)

• SLA & XLA attainment
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Major Incident Resolution Time
• Service Availability
• Employee Satisfaction & Retention
• Automation Adoption
• Operational Cost Efficiency
• Compliance & Audit Scores

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of IT Services experience with 5+ years in leadership roles.
• Experience managing global or regional end-user support operations.
• Strong knowledge of ITIL, Service Management, and Infrastructure Operations.
• Proven experience managing customer-facing service delivery environments.

Preferred Certifications

• ITIL Foundation / ITIL Managing Professional
• PMP / PRINCE2
• Lean Six Sigma
• Microsoft Modern Workplace Certifications

Key Competencies

• Leadership & People Management
• Executive Communication
• Customer Relationship Management
• Service Delivery Excellence
• Incident & Crisis Management
• Strategic Thinking
• Financial Acumen
• Continuous Improvement & Automation
• Stakeholder Management
• Results Orientation

This role aligns well with large-scale managed services environments such as Alcoa, Dover, and similar manufacturing accounts where regional ownership, governance, customer engagement, and transformation leadership are key success factors.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year