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Job description
$90,000 - $95,000 per year
Position Profile
The Regional Service Manager (RSM) serves as the operational leader responsible for executing the global service strategy within assigned regions. The RSM acts as the regional extension of the Globa Service Manager, ensuring contractual commitments, governance standards, SLA performance, and customer outcomes are successfully delivered across countries and local service organizations.
Key Responsibilities
Regional Service Delivery Leadership
Own day-to-day service delivery performance within assigned region.
Coordinate regional operational activities and resources.
Govern country-level execution and service performance.
Drive operational excellence and SLA attainment.
Manage service risks and regional performance issues.
Customer & Stakeholder Management
Manage operational customer relationships.
Lead regional service reviews and operational governance meetings.
Translate customer requirements into actionable operational plans.
Build strong relationships with customer stakeholders and service delivery teams.
Support customer satisfaction and service improvement initiatives.
Governance & Reporting
Execute global governance processes within the region.
Ensure adherence to contractual and service management standards.
Own regional reporting, KPI tracking, and action-item management.
Maintain visibility of service risks, issues, actions, and improvement plans.
Support governance boards and service review processes.
Escalation & Incident Management
Own operational escalations within the region.
Coordinate major incident management and recovery efforts.
Lead corrective action planning and follow-through.
Escalate strategic risks and recurring issues to leadership when required.
Ensure customer-impacting issues receive appropriate executive visibility.
Regional Performance & Continuous Improvement
Monitor SLA, KPI, and operational performance trends.
Identify service improvement opportunities.
Coordinate suppliers, service partners, and operational teams.
Support operational transformation and optimization initiatives.
Drive accountability for action plans and service improvements.
Preferred Experience
Required
5+ years in Service Delivery Management, Operations Management, Customer Success, IT Services, Managed Services, or Workplace Services.
Experience managing geographically distributed service delivery teams.
Experience leading customer-facing operational reviews.
Experience with SLA, KPI, and governance reporting.
Experience managing escalations and major service issues.
Strong stakeholder management and communication skills.
Preferred
Global or multi-country account management experience.
Managed Services, Workplace Services, Device Lifecycle, Field Services, or IT Outsourcing experience.
Experience working with suppliers and third-party service providers.
Knowledge of ITIL or service management best practices.Experience in governance, continuous improvement, and operational transformation initiatives.
Core Competencies
Customer Relationship Management
Service Delivery Leadership
Operational Governance
Escalation Management
Risk Management
Executive Communication
Data-Driven Decision Making
Continuous Improvement
Cross-Functional Leadership
Supplier Management
Presentation & Reporting Skills
Strategic Thinking with Operational Execution Focus
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
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Worksite address
raritan, NJ, 08869, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.