We are seeking an experienced IT Operations Lead and Service Delivery Lead to manage onsite IT operations and ensure high-quality technology support for business users across office and operational environments.

The successful candidate will lead IT support teams, manage end-user computing and IT infrastructure services, coordinate vendors and stakeholders, and deliver technology projects such as office relocations, device refreshes, and collaboration-room deployments. This role requires strong service-management discipline, hands-on technical knowledge, and the ability to manage multiple priorities in a regional environment.

Key Responsibilities

• Lead and supervise onsite IT support personnel, ensuring effective daily operations and service delivery.
• Manage end-user computing (EUC) support for desktops, laptops, mobile devices, collaboration tools, and related IT assets.
• Monitor service performance against agreed SLAs and KPIs; drive timely resolution of incidents, service requests, problems, and changes.
• Apply ITIL service-management practices across incident, request, problem, and change management.
• Partner with regional business stakeholders, global IT teams, and third-party vendors to maintain service quality.
• Coordinate IT infrastructure projects, including office relocation, office renovation, technology refresh, and new-site setup.
• Plan and manage project schedules, risks, budgets, procurement activities, vendor deliverables, and stakeholder communications.
• Support deployment and ongoing operations of Microsoft 365, Microsoft Teams, Microsoft Teams Rooms, Active Directory, and endpoint technologies.
• Manage IT asset lifecycle activities, including procurement, deployment, tracking, refresh, recovery, and disposal.
• Coordinate vendors for networking, security, structured cabling, audio-visual systems, digital signage, CCTV, and access-control requirements.
• Provide technical guidance, coaching, and mentorship to IT engineers.
• Identify opportunities to improve operational efficiency, user experience, service quality, and cost management.

Requirements

• Diploma or Degree in Computer Science, Information Technology, or a related discipline.
• At least 8 years of experience in IT operations, service delivery, desktop support, IT infrastructure, or end-user computing.
• Demonstrated experience leading onsite IT support teams and supporting a medium to large enterprise user environment.
• Strong understanding of ITIL practices, including incident, request, problem, and change management.
• Experience managing IT vendors, procurement processes, budgets, service levels, and stakeholder communications.
• Proven experience coordinating IT projects such as office moves, renovations, device refreshes, and collaboration-technology deployments.
• Hands-on knowledge of Microsoft Windows, Microsoft 365, Microsoft Teams, Microsoft Teams Rooms, Active Directory, and IT asset-management processes.
• Familiarity with Microsoft Azure fundamentals, enterprise networking coordination, audio-visual technologies, and security-system coordination is advantageous.
• Strong project coordination, planning, communication, problem-solving, and customer-service skills.
• Ability to work independently while collaborating effectively with regional and global teams.

Preferred Skills

• Experience in pharmaceutical, manufacturing, regulated, or multinational enterprise environments.
• Experience supporting both office and operational/manufacturing users.
• ITIL Foundation or relevant IT service-management certification.
• Project-management certification or demonstrated project delivery experience.