Head of Regional Service Operations and Engagement (ICT)

Kerry Group
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 12+ yearsEducation: bachelorsSkills: ["Leadership","Stakeholder management","Strategic thinking","Process improvement","Crisis management"]

Lead ICT service operations and business engagement for the APMEA region, bridging global technology leadership with regional business needs. Own end-to-end service delivery, drive service performance against KPIs/SLAs, and ensure ITIL-aligned governance and continuous improvement. Provide regional oversight for digital transformation programs, lead geographically dispersed teams, coordinate major incidents and crisis response, and manage strategic third-party suppliers. Support due diligence for M&A and integration readiness.

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Kerry Group
Kerry Group
16 hours ago

Head of Regional Service Operations and Engagement (ICT)

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Last checked: 16 hours agoStatus: Live

Job Summary

Lead ICT service operations and business engagement for the APMEA region, bridging global technology leadership with regional business needs. Own end-to-end service delivery, drive service performance against KPIs/SLAs, and ensure ITIL-aligned governance and continuous improvement. Provide regional oversight for digital transformation programs, lead geographically dispersed teams, coordinate major incidents and crisis response, and manage strategic third-party suppliers. Support due diligence for M&A and integration readiness.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Director level

Key Responsibilities

  • •Serve as the senior ICT leader for the APMEA region, aligning regional priorities with global ICT strategy and acting as a trusted advisor to business stakeholders
  • •Own end-to-end ICT service delivery across the region, monitoring KPIs, SLAs, and customer experience metrics while driving operational excellence
  • •Lead service improvement and trend analysis to identify root causes, improve service stability, and ensure governance and adherence to ITIL best practices
  • •Lead and develop a regional ICT operations team, fostering a high-performance culture and engaging leaders across multiple locations
  • •Coordinate major incidents and crisis response in partnership with cybersecurity, infrastructure, and application teams, while managing vendor governance and supporting M&A due diligence

Key Requirements

  • •Bachelor’s degree in information technology, computer science, information systems, or a related discipline
  • •12+ years of progressive ICT experience with significant leadership responsibility in regional or global environments
  • •Proven track record leading senior ICT service operations, infrastructure, ITSM, or technology leadership roles
  • •Deep knowledge of IT service management (ITSM) frameworks and ITIL best practices
  • •Experience managing major incidents, crisis situations, and business continuity processes, plus strong supplier/outsourcing governance experience
Experience:12+ yearsRegional operationsGlobal environmentsITSM
Education:Bachelor's in information technology, computer science, information systems, or a related discipline
Skills:LeadershipStakeholder managementStrategic thinkingProcess improvementCrisis management
Tech Stack:ITILITSM

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