Role Summary

Accountable for the end-to-end delivery of Digital Workplace Platforms (DWP) services within the assigned region, ensuring operational excellence, service quality, and adherence to contractual commitments across all managed services customers.

The role is responsible for the management of regional delivery teams, coordination of service execution under Technical Service Management governance, and alignment with global delivery standards and continuous improvement initiatives.

Key Responsibilities

Service Delivery Management

• Accountable for the delivery of DWP managed services (RUN/BAU) across the assigned region, including L2 and L3 support operations.
• Ensure adherence to ITIL-aligned processes, including Incident, Request, Change, and Problem Management.
• Manage service performance against contractual SLAs, KPIs, and quality targets.
• Oversee ticket lifecycle management within St...