Ingram micro

Overview

The Regional Service Delivery Manager will own end-to-end governance and service outcomes for Global Service Desk, End User Services, and Procurement within the region. This role focuses on vendor management, operational leadership, and acting as the accountable partner in a 2-in-a-box model with the regional delivery lead.

About Ingram micro

Ingram Micro is a leading technology company for the global information technology ecosystem, reaching nearly 90% of the global population. They play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.

Requirements & Eligibility

• 8+ years in IT service delivery or end user services management
• 3+ years in a formal Service Delivery Manager or vendor governance role
• Proven experience governing outsourced/managed service provider relationships
• Working knowledge of ITIL-aligned service management practices
• Track record of building and running operational governance rhythms
• Strong stakeholder management skills
• Bachelor's degree in a relevant field or equivalent experience
• ITIL Foundation certification preferred

Key Responsibilities

• Own governance of Global Service Desk, End User Field Support and Procurement delivery within the region
• Chair joint governance with the Capgemini Regional Delivery Lead
• Ensure tickets opened more than 10 days trigger joint ownership and proactive engagement
• Own review and approval of SOPs and hold Capgemini accountable to delivery standards
• Manage inventory visibility, spares management, procurement planning, and hardware lifecycle governance
• Own smart locker operational processes and capacity planning
• Establish and run structured operational reviews and drive the regional CSI roadmap
• Conduct regular site visits to maintain visibility and strengthen local stakeholder relationships