Director, IT Service Delivery

Role overview

We are representing a logistics-sector client seeking a seasoned and forward-looking Director of IT Service Delivery to steer regional IT support across Asia-Pacific. This position is responsible for strengthening service quality, improving the experience for end users, and nurturing effective collaboration with both internal teams and external partners. The role also involves guiding high-performing teams, managing major technology programs, and contributing to the evolution of IT service delivery in a demanding, customer-oriented environment.

Key responsibilities

• Direct IT service delivery activities across several APAC countries, ensuring support remains dependable, responsive, and centered on the customer.
• Create and implement regional support plans that are consistent with business priorities and global technology direction.
• Take ownership of service desk operations, incident and problem handling, workplace technology, and end-user support.
• Champion ongoing improvement by using automation, AI, smarter processes, and modernized service practices.
• Work closely with business stakeholders, customers, and technology colleagues to understand requirements and deliver practical technology outcomes.
• Contribute to business development efforts by offering technical guidance, solution concepts, cost estimates, and IT input for proposals and contracts.
• Provide governance for large technology initiatives to ensure delivery against scope, budget, and schedule.
• Manage key vendors and outsourced partners to maintain strong service performance.
• Take charge of executive communications during major incidents and ensure clear updates throughout recovery.
• Define metrics, governance frameworks, and improvement programs that strengthen efficiency and customer satisfaction.
• Develop, mentor, and lead a high-performing regional team while encouraging collaboration, ownership, and innovation.

Requirements

• A bachelor’s qualification in Information Technology, Computer Science, Engineering, Business, or a closely related field; an MBA is considered an advantage.
• Substantial leadership background in IT service management, client support, or technology operations within a large and complex organization.
• Demonstrated success leading regional or multi-country IT support teams across APAC.
• Strong understanding of ITSM, incident and problem management, and end-user computing services.
• Prior experience delivering enterprise technology programs and coordinating cross-functional workstreams.
• Familiarity with enterprise platforms such as SAP, Oracle, Blue Yonder, WMS, or OMS.
• Experience in financial planning and budgeting, with the ability to balance service performance and cost control.
• Excellent communication abilities, stakeholder handling skills, and executive presentation experience.
• Strong commercial judgement and the ability to influence senior leaders, customers, and external partners.
• A strategic perspective paired with a practical, hands-on style of execution.

Preferred qualifications

• ITIL certification.
• PMP or PRINCE2 certification.
• Cloud or IT service management-related certifications.
• Experience in logistics, supply chain, warehousing, transportation, or distribution environments.

Application note

Candidates may submit an application through the recruitment system or email their details to the contact provided in the source listing. Only shortlisted applicants will be contacted.

Company and statutory details

The role is being hired through a recruitment agency for a client in the logistics industry. The source listing also included agency identification and licence/registration details.