Regional Service Delivery Manager

We are seeking an experienced and dynamic Regional Service Manager (RSM) to oversee service delivery operations across the region. The ideal candidate will be a strong operational leader with commercial awareness, excellent communication skills, and the ability to drive high-quality service execution.

Requirements

• Manage day-to-day regional service delivery, ensuring all activities meet performance targets and SLAs.
• Ensure efficient and consistent execution of onsite and remote support services.
• Monitor service performance, handle escalations, and maintain a high standard of customer experience.
• Optimise operational costs and ensure adherence to contractual and service requirements.
• Track and report on KPIs, SLA compliance, service performance, and regional delivery outcomes.
• Identify operational risks and drive continuous improvement initiatives.
• Build strong relationships with internal stakeholders and regional clients.
• Act as a key escalation point for service-related issues and ensure timely resolution.
• Take full ownership of the relationship with customers based in country, ensuring consistent, proactive, and high-quality engagement.
• Provide day-to-day leadership and line management of the in-country engineering and service delivery teams.
• Oversee workforce planning, resource allocation, performance reviews, and skills development within the team.
• Coach and support engineers to drive performance and growth while fostering a culture of accountability, collaboration, and service excellence.