Regional Delivery Manager

• 5–8+ years of IT Infrastructure/Desktop Support experience
• 2–3+ years of team lead or supervisory experience
• Strong experience managing onsite support operations across multiple locations/sites
• Expertise in Windows 10/11, Office 365, Active Directory, VPN, and endpoint management
• Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.)
• Proven ability to manage incident escalations and ensure SLA compliance
• Experience coordinating field engineers, onsite support teams, and vendors
• Asset lifecycle management (procurement, deployment, inventory, disposal)
• Knowledge of network fundamentals, printers, mobile devices, and collaboration tools
• Strong customer-facing and stakeholder management skills
• Ability to prepare operational reports, KPIs, and service reviews
• Experience driving process improvements and operational excellence
• Willingness to travel between regional sites as needed

Preferred Qualifications

• Bachelor's degree in IT, Computer Science, or related field
• ITIL Foundation Certification
• Microsoft certifications (M365, Endpoint Management, Azure Fundamentals)
• Experience supporting enterprise environments with 500+ users
• Pharmaceutical, healthcare, manufacturing, or corporate campus support experience is a plus

Key Responsibilities

• Lead and mentor OSS engineers across the region
• Ensure consistent delivery of onsite support services
• Manage escalations and major incident coordination
• Monitor SLA/KPI performance and implement corrective actions
• Coordinate device deployments, refresh programs, and asset management
• Interface with business stakeholders and regional IT leadership
• Drive continuous service improvement initiatives
• Ensure compliance with company IT policies and security standards

This role is typically positioned between a Senior OSS Engineer and an IT Support Manager, with responsibility for both technical leadership and operational management.