Description

Director, Service Management APAC

Job Responsibilities

JOB RESPONSIBILITIES

Team Leadership & Service Delivery

• Lead, mentor, and coordinate a high-performing regional support function comprising internal employees and managed service partners delivering end-user technology services across APAC.
• Foster a culture of accountability, collaboration, responsiveness, and continuous improvement.
• Establish operational standards, performance expectations, and service delivery metrics aligned to business needs and user experience goals.
• Promote a customer-focused mindset centered on employee productivity and business enablement.
• Act as a regional escalation point for complex or business-critical support issues.

End-User Experience & Operations

• Lead regional L2 support operations across APAC, ensuring effective resolution management, operational consistency, and adherence to service levels.
• Own regional workplace technology operations including endpoint lifecycle management, workstation refresh programs, onboarding, and offboarding services.
• Ensure employees receive a consistent, reliable, and high-quality support experience across office, remote, and travel environments.
• Provide regional support coordination for Commercial Field Support teams, including lifecycle management, provisioning, refresh, replacement, and operational support for end-user hardware assets across APAC.
• Drive continual improvement initiatives focused on enhancing end-user experience, operational effectiveness, and service quality.
• Support workplace technology readiness across offices, collaboration spaces, conference rooms, and meeting environments.
• Support regional town halls, leadership meetings, and business-critical collaboration events as required.

Automation & Continuous Improvement

• Champion an automation-first support strategy across end-user technology operations.
• Identify and implement automation opportunities that reduce repetitive manual effort and improve service responsiveness and operational efficiency.
• Partner with Digital Workplace, Engineering, and Service Management teams to introduce self-service capabilities, workflow automation, and proactive remediation solutions.
• Leverage endpoint analytics and monitoring platforms to proactively identify and resolve user-impacting issues.
• Continuously assess operational processes and support workflows to improve scalability, efficiency, and user satisfaction.

Vendor & Service Performance Management

• Manage operational performance of managed service partners delivering end-user support services.
• Drive accountability against SLAs, KPIs, user experience metrics, and contractual service obligations.
• Partner with vendors to identify service improvement opportunities, operational efficiencies, and automation initiatives.
• Lead regular operational reviews, governance forums, and performance reporting activities.
• Ensure effective collaboration between internal support teams and external service providers to deliver a seamless support experience.
• Support the ongoing evolution of the end-user support operating model, including expansion of managed services capabilities where appropriate.
• Monitor service quality trends and implement corrective actions to address recurring issues or performance gaps.

Operational Governance & Global Process Leadership

• Lead and govern selected global operational processes assigned to the team, including process standardization and operational improvement initiatives.
• Partner with Infrastructure, Security, Collaboration, and Workplace Technology teams to address systemic issues and improve service outcomes.
• Maintain a visible and proactive leadership presence across APAC offices and business locations.
• Support operational governance activities, reporting, service reviews, and continuous improvement programs across the region.

VIP & Executive Support

• Support the technology needs of regional VIP users and visiting executives within APAC.
• Ensure a high standard of responsiveness, professionalism, and service quality for leadership stakeholders when required.
• Coordinate with global support teams to deliver a seamless support experience for executive users during regional travel and business activities.

QUALIFICATION REQUIREMENTS (please indicate if ‘preferred’)

Education

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Industry certifications such as ITIL, Microsoft, Apple, or AVIXA CTS preferred.

Experience

• 12 years of experience in IT support, Digital Workplace, or Service Management environments, including leadership experience managing regional support teams and operational service delivery.
• Proven experience leading end-user support operations or workplace technology functions within enterprise environments.
• Demonstrated success driving automation, process optimization, and operational improvement initiatives.
• Experience managing outsourced service providers or managed service operations preferred.
• Experience driving operational governance, vendor performance management, and continual service improvement initiatives.
• Experience operating within geographically distributed and culturally diverse APAC environments preferred.

Core Technical Skills

• Advanced proficiency supporting Windows 11 and macOS environments.
• Mobile device support expertise across iOS and Android platforms using enterprise MDM solutions (e.g., Intune, Workspace ONE/AirWatch).
• Strong knowledge of Microsoft 365, Microsoft Teams, Webex, Outlook, and enterprise collaboration platforms.
• Experience supporting enterprise AV and meeting room technologies (e.g., Crestron, Poly, Logitech Rally, Cisco Webex Room Devices).
• Strong understanding of endpoint security, MFA, VPN, Wi-Fi troubleshooting, and device compliance standards.
• Familiarity with endpoint analytics, monitoring, and automation platforms such as Nexthink, SysTrack, Power Automate, ServiceNow, Crestron XiO Cloud, or Logitech Sync.
• Strong understanding of IT Service Management (ITSM) best practices and service operations.

Leadership & Soft Skills

• Strong people leadership and stakeholder management capabilities.
• Excellent communication and interpersonal skills with the ability to engage effectively with technical and non-technical stakeholders.
• Strong operational vendor management and service governance capabilities.
• Experience managing support models involving both internal teams and third-party service providers.
• Demonstrated ability to remain calm and effective in high-pressure or business-critical situations.
• Strong prioritization, organizational, and multitasking abilities within fast-paced environments.
• Continuous improvement mindset with a strong focus on innovation, automation, and user experience enhancement.
• High cultural awareness and ability to work effectively across diverse APAC markets and business environments.

Preferred Skills

• Business-level proficiency in Mandarin Chinese preferred to support stakeholder engagement across regional APAC markets.
• Experience supporting multilingual and cross-cultural business environments preferred.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.

http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Summary

The Director, End-User Technical Experience – APAC is responsible for leading the delivery, support, and continuous improvement of end-user technology services across the Asia-Pacific region. This role leads regional workplace technology operations focused on delivering a seamless, reliable, and high-quality technology experience that enables employee productivity and business effectiveness. A key focus of the role is driving an automation-first support model by identifying and implementing opportunities to simplify processes, reduce manual operational effort, and improve the overall employee experience. The role will help modernize support services through automation, proactive support practices, operational standardization, and continual service improvement initiatives, enabling teams to focus on higher-value and high-touch user needs. The position is responsible for regional end-user support operations including Level 2 (L2) support, endpoint lifecycle management, onboarding and offboarding processes, workplace technology services, and service governance activities across APAC. In addition, the role will lead selected global operational processes and contribute to broader service transformation and operational improvement initiatives. The role is also responsible for operational oversight and performance management of managed service partners supporting end-user technology services. This includes driving accountability, service quality, SLA attainment, and continuous improvement across outsourced support functions, including Remote Desktop Support and other managed services as the support operating model evolves. The successful candidate will build strong partnerships across business and technology teams while fostering a culture of accountability, responsiveness, innovation, and service excellence. While the primary focus is end-user experience and operational leadership, the role will also support the technology needs of regional VIP users and visiting executives, ensuring a professional and seamless support experience when required. The role spans office, remote, and travel environments with a strong emphasis on operational maturity, user experience, proactive engagement, and scalable service delivery.