What is the role 

The Regional Delivery Manager (RDM) is responsible for leading the delivery of IT field services and operational support across a designated region or portfolio within a 24/7/365 environment. Serving as the key link between stakeholders, vendors, and support teams, the RDM ensures seamless service delivery, drives operational excellence, and oversees the successful execution of support initiatives and projects. This leadership role also manages and develops a team of Regional Analysts, fostering high performance and exceptional customer service.

The following include but may not be limited to the responsibilities of the Regional Delivery Manager:

• Review all technician deliverables and notes for dispatched tickets, including ticket approval/rejection, follow-up on missing or incorrect deliverables, redispatch/rescheduling, work hour validation, vendor payment approval/rejection, and related billing tasks.
• Manage enterprise-level customer tickets and provide operational support.
• Adapt to changing customer requirements.
• Handle call queues, service ticket scheduling, logistics, and resource coordination.
• Engage customers on escalated issues, following established escalation procedures and paths.
• Ensure all service tickets contain complete details, including who, what, where, when, and why.
• Provide periodic reporting on SLA adherence and other key operational metrics.
• Deliver Level 2 support for customers and partners.
• Consistently provide excellent customer service on behalf of New Era.
• Manage service activities end-to-end, from initiation through resolution and delivery.
• Ensure delivery partners receive all required service ticket documentation and instructions.

Work Set-up / Work Schedule

• Hybrid work (2-3 days per week) following onsite training.
• Monday-Friday 7:00PM-4:00 AM (EDT)

Who we are looking for 

Successful candidate must possess:  

• 2-5 years of experience in a Service Operations Center or similar customer support environment.
• 2-5 years of experience using enterprise service ticketing and service management platforms.
• 2-5 years of supervisory experience managing multiple direct reports.
• Working knowledge of network topologies, data communications, and voice technologies.
• Proficiency with Microsoft Office 365 applications.
• Excellent written and verbal English communication skills.
• Strong ability to multitask, prioritize workloads, and meet deadlines in a fast-paced, high-pressure environment.

Desirable skills

• Experience as a Network Technician, Network Engineer, or similar role, including remotely coordinating onsite technicians.
• Knowledge of Cisco and/or Arista networking infrastructure.
• Additional APAC language skills are an advantage but not required.

What we offer

• Day 1 HMO + 1 free dependent (upon regularization)
• Health and Wellness Reimbursement Benefits
• Sunlife Group Insurance
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differentials pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided

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