Field Support Service Delivery Management

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