Ingram Micro is a leading technology company for the global information technology ecosystem.

With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.

Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart.

Role Purpose

Own end-to-end governance and service outcomes for Global Service Desk, End User Services and Procurement within the region, acting as the accountable retained-organization leader in a 2-in-a-box partnership with the Capgemini Regional Delivery Lead. This is a dedicated Service Delivery Manager (SDM) role — focused on governance, vendor management, and operational leadership — and is distinct from a site support engineer role. The SDM provides the clear, accountable chain that the retained organization currently lacks, closing today's escalation gap.

Key Responsibilities

Service Delivery Governance

Own governance of Global Service Desk, End User Field Support and Procurement delivery within the region; serve as the accountable escalation point for a director-level chain of ownership.
Chair joint (2-in-a-box) governance with the Capgemini Regional Delivery Lead, including daily stand-ups, shared dashboards, ticket aging reviews, and monthly operational reviews.
Ensure that tickets opened more than 10 days automatically triggers joint ownership and proactive engagement with the affected user.

Vendor & SOP Governance

Own review and approval of SOPs developed by Capgemini; drive documentation currency and completion for all in-region processes.
Hold Capgemini accountable to agreed delivery standards under the Service Improvement Plan (SIP), escalating partner-performance gaps through the appropriate channel.

Asset & Hardware Lifecycle

Own inventory visibility, spares management, procurement planning, and hardware lifecycle governance for the region.

Smart Lockers

Own smart locker operational processes: employee provisioning, spare allocation, return-locker strategy, capacity planning, and retention periods.

Operational Excellence & Continuous Service Improvement (CSI)

Establish and run structured operational reviews, backlog governance, and trend analysis to drive measurable service improvement.
Own the regional CSI roadmap in partnership with Capgemini.

Executive Support & Business Relationship

Own the regional business stakeholder relationship, including executive support governance and escalation handling.
Conduct regular site visits, including joint visits with Capgemini leadership, to maintain visibility and strengthen local stakeholder relationships.

Field Support Optimization

Assess site-by-site criticality, user population, and operational complexity to determine where dedicated onsite (OSS) resources are warranted.
Partner with Capgemini to shape the sourcing model for those sites, including where dedicated Capgemini engineers should replace subcontracted resources.

Required Qualifications & Experience

8+ years in IT service delivery or end user services management, including 3+ years in a formal Service Delivery Manager or vendor governance role.
Proven experience governing outsourced/managed service provider relationships (SLAs, escalation management, joint operating models), ideally across a multi-tower environment (Service Desk and Field Support).
Working knowledge of ITIL-aligned service management practices (incident, problem, change).
Track record of building and running operational governance rhythms — stand-ups, operational reviews, dashboards, ticket aging and backlog governance.
Experience with IT asset lifecycle management, hardware logistics, or smart locker / self-service equipment models is an advantage.
Strong stakeholder management skills; comfortable engaging regional business leaders and executives.
Bachelor's degree in a relevant field or equivalent experience; ITIL Foundation certification preferred.
Service Now, Jira, Power BI, Tableau, Microsoft O365, Mac iOS.

Key Skills & Competencies

Governance and accountability mindset — owns outcomes, not just oversight.
Vendor and partner management, including constructive challenge in a joint governance model.
Data-driven operational management: KPIs, dashboards, and trend analysis.
Cross-functional leadership without direct authority (2-in-a-box collaboration).
Clear, confident communicator, comfortable presenting to senior stakeholders.
Structured and process-oriented, with the ability to operate through organizational change.

Regional Service Delivery Manager (SDM) End User Services