Regional Delivery Manager

The role

The Regional Delivery Manager leads the delivery of IT field services and operational support in a 24/7/365 environment. This role manages a team of Regional Analysts and serves as a link between stakeholders, vendors, and support teams.

What you will do

• Review technician deliverables and notes for dispatched tickets
• Manage enterprise-level customer tickets and provide operational support
• Adapt to changing customer requirements
• Handle call queues, service ticket scheduling, logistics, and resource coordination
• Engage customers on escalated issues
• Ensure service tickets contain complete details
• Provide periodic reporting on SLA adherence and key operational metrics
• Deliver Level 2 support for customers and partners
• Manage service activities end-to-end
• Ensure delivery partners receive required service ticket documentation and instructions

Required qualifications

• 2-5 years of experience in a Service Operations Center or similar customer support environment
• 2-5 years of experience using enterprise service ticketing and service management platforms
• 2-5 years of supervisory experience managing multiple direct reports
• Working knowledge of network topologies, data communications, and voice technologies
• Proficiency with Microsoft Office 365 applications
• Excellent written and verbal English communication skills
• Strong ability to multitask, prioritize workloads, and meet deadlines in a fast-paced, high-pressure environment

Nice to have

• Experience as a Network Technician, Network Engineer, or similar role, including remotely coordinating onsite technicians
• Knowledge of Cisco and/or Arista networking infrastructure
• Additional APAC language skills

Benefits

• Day 1 HMO + 1 free dependent (upon regularization)
• Health and Wellness Reimbursement Benefits
• Sunlife Group Insurance
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differentials pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided

About the company

New Era Technology is a global team of over 3,000 professionals that connects people, places, and information with end-to-end technology solutions at scale.