Regional Service Manager at AO IT Group

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

0.0

Posted On

11 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, Operational Management, Commercial Awareness, Communication Skills, Team Leadership, Customer Satisfaction, Performance Optimization, Stakeholder Management, IT Service Management, KPI Tracking, Continuous Improvement, Risk Management, Coaching, Resource Allocation, Vendor Management, Engagement

Industry

IT Services and IT Consulting

Description

LOCATION: Shanghai, hybrid with 3 days a week at customer sites ABOUT US: A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK. 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. This role is responsible for ensuring service excellence, supporting customer satisfaction, optimising performance, and leading a motivated and engaged delivery team. RESPONSIBILITIES: 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. REQUIREMENTS: Proven experience managing regional service delivery and field operations. Strong background in operational and commercial management. Excellent communication and stakeholder management skills at all organisational levels. Demonstrated ability to lead, motivate, and develop high-performing teams. Solid understanding of IT service management principles, KPIs, and operational frameworks. Fluent in Mandarin & English (mandatory). DESIRABLE: Experience working in the IT Retail sector. Familiarity with international service delivery models and vendor management. OUR VALUES: Our team prides itself on our core values and commitment to doing the basics brilliantly. If you too strive to engage & delight, we would love to hear from you.

Responsibilities

The Regional Service Manager will manage day-to-day regional service delivery, ensuring all activities meet performance targets and SLAs. This role includes monitoring service performance, handling escalations, and leading a motivated delivery team.