Description
Syneos Health is seeking a Director, Service Management APAC to lead a high-performing regional support function comprising internal employees and managed service partners delivering end-user technology services across APAC.
The successful candidate will have 12 years of experience in IT support, Digital Workplace, or Service Management environments, including leadership experience managing regional support teams and operational service delivery.
Key responsibilities include:
- Leading regional L2 support operations across APAC, ensuring effective resolution management, operational consistency, and adherence to service levels
- Owning regional workplace technology operations including endpoint lifecycle management, workstation refresh programs, onboarding, and offboarding services
- Championing an automation-first support strategy across end-user technology operations
- Managing operational performance of managed service partners delivering end-user support services
- Leading and governing selected global operational processes assigned to the team, including process standardization and operational improvement initiatives
The ideal candidate will have:
- Bachelor's degree in information technology, Computer Science, or a related field
- Advanced proficiency supporting Windows 11 and macOS environments
- Strong knowledge of Microsoft 365, Microsoft Teams, Webex, Outlook, and enterprise collaboration platforms
- Experience supporting enterprise AV and meeting room technologies
- Strong understanding of endpoint security, MFA, VPN, Wi-Fi troubleshooting, and device compliance standards
- Familiarity with endpoint analytics, monitoring, and automation platforms
- Strong people leadership and stakeholder management capabilities
- Excellent communication and interpersonal skills
Benefits include career development and progression, supportive and engaged line management, technical and therapeutic area training, peer recognition, and total rewards program.