Regional Service Manager – EMEA & UK
Role Summary
The Regional Service Manager – EMEA & UK is responsible for the end-to-end delivery, governance and continuous improvement of onsite Field Services across the EMEA and UK region. The role leads a geographically distributed team of field engineers and partner resources, ensures services are delivered consistently against contractual SLAs, KPIs and XLAs, and acts as the senior regional point of contact for client leadership, internal delivery teams and third-party vendors. The successful candidate will balance operational excellence, people leadership and stakeholder management while navigating the commercial, regulatory and cultural diversity of a multi-country region.
Key Responsibilities:
Service Delivery & Operations
- Lead Field Services operations across multiple countries and customer locations within the EMEA and UK region.
- Ensure consistent delivery of onsite support for laptops, desktops, Mac devices, mobile devices, peripherals, printers/MFDs, meeting-room technology, and Smart Hands activities.
- Ensure service delivery aligns with defined SLAs, KPIs, XLAs and customer expectations.
- Act as the EMEA & UK regional escalation point for critical incidents, service disruptions and operational issues.
- Coordinate with Service Desk, infrastructure...
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