Shiseido Regional Service Delivery Manager

Role & Responsibilities

• Lead the regional service delivery team of 3–5 personnel and 8–12 outsourced personnel.
• Manage APAC service delivery, primarily for End User Computing (EUC), across offices, warehouses, factories and stores.
• Manage EUC and service delivery vendors across APAC.
• Oversee delivery of EUC services, including desktops, laptops, mobile devices, printers and collaboration tools.
• Maintain approved Knowledge Base (KB) notes to support consistent service levels and standardized processes across APAC sites.
• Manage SLAs, KPIs and service reporting to ensure high-quality service delivery.
• Serve as the primary point of contact for regional business units on EUC services.
• Work with global IT, vendors and site leads to align service delivery with business needs and the global hardware model catalogue.
• Oversee APAC endpoint-device forecasting and order management to ensure timely provisioning, accurate planning and operational alignment.
• Lead EUC incident, problem and change management processes.
• Drive root cause analysis and implement corrective actions to prevent recurrence.
• Ensure compliance with IT policies, security standards and regulatory requirements.
• Manage the budget for cost components within the EUC vertical, ensuring financial accountability and alignment with regional service delivery goals.
• Create and manage RFPs, including vendor negotiations.
• Support regional IT projects, including hardware refreshes, software rollouts and infrastructure upgrades.
• Manage third-party vendors and service providers to ensure contractual obligations are met.
• Collaborate with Global and Regional Procurement and Legal teams on vendor purchasing and contractual matters.
• Act as project manager, applying project management methodology to deliver projects within scope, timeline and cost.
• Identify opportunities to optimize EUC services and enhance user experience.
• Implement automation and self-service tools where applicable.
• Lead Change Request Management by prioritizing impact and urgency, implementing changes and ensuring smooth adoption.
• Lead a team of cloud and network engineers, providing mentorship and technical guidance.
• Collaborate with application, security and business teams to support IT initiatives.
• Manage vendor relationships and service contracts.
• Handle additional EUC-related tasks assigned by the supervisor or management team.

Qualifications

• Bachelor’s degree in information technology, computer science or a related field.
• 10+ years of experience in IT service delivery, including at least 3 years in a regional or global role.
• Strong knowledge of EUC technologies, including Windows, macOS, MDM, SCCM and O365.
• Conceptual knowledge of infrastructure, including cloud, server and network.
• Experience managing services across corporate offices, warehouses, manufacturing plants and retail stores.
• ITIL certification; PMP or Prince2 certification preferred.
• Excellent communication, leadership and stakeholder management skills.
• Ability to travel within the APAC region as needed.

Skills

Experience

10+ years in IT service delivery, including at least 3 years in a regional or global role.

Education

Bachelor’s degree in information technology, computer science or a related field.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.