1. Job summary

Regional Service Manager – India (APAC)

Based in India, this role oversees and enhances service delivery across the APAC region, ensuring operational efficiency and high-quality service outcomes. The Regional Service Manager acts as the primary interface between customers and external service providers, managing SLA adherence, escalations, and regional alignment with global strategies. The role calls for a strategic, proactive leader who thrives in dynamic environments and can drive collaboration and innovation across local and global teams.

2. Key responsibilities

1 Oversee daily service operations, ensure smooth delivery, and manage escalations with external service providers.

2 Provide input to service delivery meetings to guide regional decision-making and ensure alignment with customer demands.

3 Monitor SLAs and ensure adherence to contractual obligations from both the customer and service provider sides.

4 Collaborate with external partners to resolve service-related issues promptly and effectively.

5 Ensure smooth transition and seamless integration of services, with a focus on service delivery planning.

6 Collaborate with local service managers and global service teams to align regional delivery with broader organizational needs.

7 Align regional service delivery with global strategy by facilitating clear communication between global and regional teams.

8 Guide local Service Delivery Managers in resolving individual complaints and claims, and support provider escalation processes.

100%

3. Ideal candidate profile

1. Operationally strong and detail-oriented
Has a hands-on approach to managing daily service operations, with a sharp eye for identifying gaps, resolving issues quickly, and maintaining service quality consistently.

2 Proactive problem-solver
Anticipates challenges before they escalate, takes initiative in resolving service issues, and brings practical, solution-oriented thinking to complex situations.

3 Strong relationship builder
Skilled at cultivating trust with customers, external service providers, and internal teams alike — acting as a reliable bridge between all parties.

4 Globally minded, locally grounded
Understands regional nuances across the APAC landscape while keeping sight of global strategy, seamlessly translating global directives into local execution.

5 Composed under pressure
Remains calm and decisive during escalations and high-pressure situations, managing competing priorities without losing focus on service outcomes.

6 Collaborative and team-oriented
Works effectively across local service managers, global teams, and external partners, fostering a culture of shared accountability and open communication.

7 SLA and compliance driven
Rigorous about monitoring contractual obligations and SLA adherence, ensuring both the organisation and its providers are held to agreed standards.

8 Entrepreneurial and cost-conscious
Brings an ownership mindset to budget management, actively seeking cost-effective solutions while maintaining a high standard of service delivery.

9 Clear and confident communicator
Articulates complex service issues and strategic updates clearly to stakeholders at all levels, bridging the gap between technical teams and business leadership.

100%

4. Qualifications and experience

1 Educational background:

Masters or bachelor’s degree in IT, Business Administration, Computer Science or a related field.

2 Regional / Service Account Management, Operations / Service Delivery experience (8+ Years):

Proven track record as a service account manager or in a similar role, preferably within a service desk or IT operations environment and a strong grasp of APAC operational dynamics.

3 Service delivery and operational track record:

Demonstrated success in managing end-to-end service delivery, driving operational efficiency, and meeting performance targets.

4 Leadership and communication skills:

Strong ability to lead teams, influence stakeholders, and communicate clearly across regional and global levels.

5. Key competencies

1 Product and service lifecycle knowledge
Deep understanding of relevant products, processes, and services — including their full lifecycle — to make informed operational and strategic decisions.

2 Budget and cost management
Ability to drive cost-effective planning and design, ensuring regional service operations are delivered within budget without compromising quality.

3 Customer and supplier relationship management
Strong skills in managing both customer relationships and external supplier partnerships, ensuring mutual accountability and service excellence.

4 Allianz people attributes
Embodies and demonstrates the four Allianz People Attributes in day-to-day leadership and collaboration