Regional IT Infrastructure Service Delivery Manager (SDM)

ABOUT YOU

You are a technically minded operational leader with a passion for delivering high-quality IT infrastructure services and continuously enhancing user experience. With a strong focus on service excellence and operational efficiency, you thrive in dynamic environments where aligning IT capabilities with business needs is key.

Your experience in managing IT operations and end-user computing services allows you to ensure seamless performance across regions. You excel at collaborating with global and regional IT teams, vendors, and local markets, always adhering to established technical standards and driving consistency.

You stand out for your ability to communicate effectively, lead service improvement initiatives, and leverage technologies like AI to simplify support and elevate user satisfaction. Your commitment to continuous improvement and your structured, proactive approach make you a vital contributor to the success of SBFE’s IT operations

ABOUT THE ROLE

In this role, you will be responsible for overseeing the delivery and performance of IT infrastructure and end-user computing services across SBFE markets, ensuring operational excellence, user satisfaction, and alignment with global IT standards.

• Service Oversight: Manage locally operated infrastructure services, including maintenance, support, upgrades, and backups, ensuring stability and performance.
• End-User Experience: Oversee the support model for end-user services and computing, driving initiatives to simplify support through AI and enhance employee satisfaction.
• Continuous Improvement: Actively contribute to and lead service improvement plans, identifying opportunities to optimize performance and user experience.
• Project Planning: Anticipate and plan infrastructure projects in collaboration with Infra and CoE teams to maintain a secure and supported environment.
• User Enablement: Promote user knowledge through training sessions, documentation, and communication around tools and procedures.
• Vendor & Partner Management: Manage third-party service providers and regional contracts, ensuring compliance with SLAs, KPIs, and performance standards.
• Compliance & Security: Ensure all services comply with corporate policies, industry regulations, and cybersecurity best practices.
• Collaboration & Communication: Work closely with regional business leaders, global IT teams, and market SDMs to align services with business goals and foster a collaborative environment.
• Operational Excellence: Monitor ITSM processes (incident, problem, change management), maintain asset and license compliance, and ensure high service reliability.
• Strategic Contribution: Support the execution of the global IT strategy at the regional level, contributing to innovation, cost optimization, and long-term service evolution.

This role is key to ensuring that our IT infrastructure and support services run smoothly, securely, and efficiently—empowering our teams to perform at their best every day.

WHAT DO I NEED TO SUCCED ON THE ROLE

To succeed in this role, you should bring the following qualifications and skills:

• Education: Degree in Computer Science or equivalent engineering background.
• Experience: Proven experience in service delivery and project management, ideally in a similar role within a CPG or FMCG environment.
• Technical Knowledge:
  • Solid understanding of IT infrastructure and technical architectures.
  • Familiarity with enterprise help desk platforms such as ServiceNow.
  • Strong knowledge of systems supporting end-user components (desktop management, networks, directory services, security suites).
  • ITIL knowledge and experience in process reengineering.
• Project & Process Management: Experience in managing IT projects and improving business processes.

In addition, we are looking for someone with the following capabilities:

• Communication & Influence: Strong verbal and written communication skills in English, with the ability to engage and influence stakeholders at all levels.
• Leadership & People Skills: Demonstrated leadership and interpersonal skills, with a focus on collaboration and team development.
• Results Orientation: A proactive, results-driven mindset with a strong commitment to excellence and customer satisfaction.
• Analytical & Organizational Skills: Ability to manage complexity, budgets, and multiple priorities while maintaining high service standards.
• Adaptability & Innovation: Comfortable navigating change and identifying opportunities for innovation and continuous improvement in IT services

Our DEI Commitment

At Suntory, we recognize that diverse knowledge, perspectives, and backgrounds contribute to our collective success. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals can bring their whole selves to work every day, regardless of race, color, religion, gender identity or expression, sexual orientation, age, or any other protected characteristic.

Our recruitment and selection processes are designed to highlight what Suntory offers as an employer while allowing candidates to share their unique skills and experiences. We understand that career trajectories vary, and if you believe your experience/background can benefit our team, we encourage you to apply. We endeavor to make our interview process as inclusive as possible and offer reasonable accommodations as needed. Together, we can cultivate a workplace where everyone can thrive and propel our mission of Growing for Good.