Head of Regional Service Operations and Engagement

Kerry Group
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Leadership","Stakeholder management","Continuous improvement","Crisis management","Vendor governance"]

Lead regional ICT service operations and engagement for the APMEA region, acting as the senior ICT representative and trusted advisor to align business needs with global technology strategy. Own end-to-end ICT service delivery, drive performance against KPIs/SLAs, and lead continuous improvement using ITIL/ITSM best practices. Manage geographically dispersed teams, oversee vendor governance, and coordinate major incidents, cybersecurity response, and business continuity across multiple countries.

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Kerry Group
Kerry Group
5 hours ago

Head of Regional Service Operations and Engagement

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead regional ICT service operations and engagement for the APMEA region, acting as the senior ICT representative and trusted advisor to align business needs with global technology strategy. Own end-to-end ICT service delivery, drive performance against KPIs/SLAs, and lead continuous improvement using ITIL/ITSM best practices. Manage geographically dispersed teams, oversee vendor governance, and coordinate major incidents, cybersecurity response, and business continuity across multiple countries.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Act as senior ICT representative for the APMEA region, aligning regional priorities with global technology strategy and governance forums.
  • •Own end-to-end ICT service delivery across APMEA, ensuring performance against KPIs/SLAs and driving service excellence.
  • •Lead continuous service improvement by analyzing incidents/requests trends, eliminating root causes, and improving service stability.
  • •Lead and develop a diverse regional ICT operations team, fostering accountability and a customer-centric culture.
  • •Manage vendors and oversee major incident response and cybersecurity coordination, ensuring robust disaster recovery and business continuity.

Key Requirements

  • •Bachelor’s degree in information technology, Computer Science, Information Systems, or related discipline.
  • •12+ years of progressive ICT experience with significant leadership responsibility in regional/global environments.
  • •Proven track record leading senior ICT Service Operations, Infrastructure, ITSM, or technology leadership roles (e.g., Head of IT Operations, Service Delivery Lead).
  • •Deep knowledge of IT Service Management (ITSM) frameworks and ITIL best practices.
  • •Experience leading geographically dispersed teams across multiple countries and cultures, with strong executive stakeholder partnership.
Experience:Regional ICTIT service managementInfrastructureITSMDigital transformation
Education:Bachelor's
Skills:LeadershipStakeholder managementContinuous improvementCrisis managementVendor governance
Tech Stack:ITSMITILKPIsSLAsDisaster recoveryBusiness continuity

Company Brief

Kerry Group
Kerry Group is a global taste and nutrition company supplying ingredients, flavours and integrated solutions to the food, beverage and pharmaceutical industries, serving manufacturers with product development, technical support and supply chain services.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Tralee, Ireland
Founded: 1972
WebsiteLinkedIn