Field Support Service Delivery Management
Posted 2 hours 2 minutes ago by Infoplus Technologies UK Ltd
Position Summary
The Tower Manager - Field Support Management (Service Delivery Lead - L3) is responsible for leading global Field Support Services across APAC, EMEA, and Americas. This role combines strategic leadership, L3 technical expertise, vendor management, and business ownership, ensuring high-quality end-user support, SLA adherence, and continuous transformation aligned with S&P Global objectives.
Key Responsibilities
Lead and manage global Field Support Services tower across APAC, EMEA, and Americas
Provide leadership to regional leads and managers, who will report into this role
Ensure SLA/KPI adherence and drive improvements in CSAT/XLA globally
Act as the primary escalation and governance point for major incidents and critical issues
Provide L3 escalation support for complex enterprise issues where required
Manage UK client stakeholders and ensure strong business alignment and relationship management
Own vendor management, including performance, delivery quality, and contractual compliance
Drive financial governance, including budgeting, cost optimization, and resource planning
Lead and execute transformation initiatives (Smart Centers, proactive support model, AI/automation, virtual support)
Drive global standardization of processes, tools, and operating models
Oversee asset life cycle, stock management, and CMDB accuracy across regions
Collaborate with Service Desk, EUC, Network, and Security teams for end-to-end service delivery
Mentor and develop teams, ensuring capability uplift and leadership pipeline
Lead governance, reporting, and QBR reviews with senior leadership
Qualifications
Proven experience managing global operations and distributed teams (APAC, EMEA, Americas)
Strong background in service delivery leadership, vendor management, and client engagement (UK/Global)
Expertise in enterprise IT environments (Windows, O365, endpoint support, networking basics)
Strong understanding of financial management, budgeting, and cost control