Regional Service Manager

A&O IT Group•New York, NY

47d•Hybrid

About The Position

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.

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).

Nice To Haves

Experience working in the IT Retail sector.
Familiarity with international service delivery models and vendor management.

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.