Regional AMS Delivery Lead

WE'RE HIRING: Regional AMS Delivery Lead – Americas Region (AMS)

Managed IT Services | Service Delivery Leadership | English Required | Spanish Preferred

Location: Quezon City, Metro Manila, Philippines (Onsite)

About Excis

Excis is a global IT outsourcing and managed services provider delivering world-class IT support solutions to enterprise clients worldwide.

• Client presence in 190+ countries
  
• 6,000+ Engineers globally
  
• 200+ Enterprise Clients
  

We are seeking an experienced and strategic Regional AMS Delivery Lead to oversee Managed IT Service Delivery across the Americas (AMS) region. This leadership role is responsible for ensuring operational excellence, exceptional customer satisfaction, and consistent service delivery across multiple countries while leading Service Delivery Managers, Team Leads, Coordinators, Service Desk, and Field Services teams.

This position requires a dynamic leader with strong experience in IT Managed Services, stakeholder management, service operations, and continuous service improvement within a global enterprise environment.

Job Summary

As the Regional AMS Delivery Lead , you will provide strategic leadership for all Managed Service Delivery operations across the Americas region. You will be responsible for ensuring services are delivered in accordance with contractual obligations, Service Level Agreements (SLAs), and customer expectations while driving operational excellence, service quality, and continuous improvement.

You will collaborate closely with global leadership, technical teams, Service Delivery Coordinators, Service Desk, Field Services, Project Managers, and enterprise customers to deliver high-quality IT support services across multiple countries and time zones.

Requirements

Requirements

Key Responsibilities

Regional Service Delivery Leadership

• Lead end-to-end Managed IT Service Delivery across the AMS region.
  
• Ensure contractual obligations and SLAs are consistently achieved.
  
• Monitor regional service performance through KPIs and operational dashboards.
  
• Drive service excellence, operational efficiency, and continuous improvement initiatives.
  
• Ensure consistent delivery standards across multiple countries and enterprise clients.
  

Leadership & People Management

• Lead, mentor, and develop Service Delivery Managers, Team Leads, Service Delivery Coordinators, Service Desk teams, and Field Services teams.
  
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
  
• Conduct regular performance reviews, coaching sessions, and career development planning.
  
• Support workforce planning, recruitment, onboarding, and resource allocation across the AMS region.
  

Client Relationship Management

• Serve as the senior operational contact for strategic enterprise clients.
  
• Build and maintain strong customer relationships through proactive engagement.
  
• Lead service review meetings and executive business reviews.
  
• Manage customer escalations and ensure timely resolution.
  
• Identify opportunities to improve customer experience and expand managed services.
  

Operational Excellence

• Ensure compliance with ITIL best practices and organizational service management processes.
  
• Oversee Incident, Problem, Change, Request, and Asset Management activities.
  
• Coordinate Major Incident Management across regional support teams.
  
• Analyze service trends and implement proactive improvement initiatives.
  
• Maintain high standards of documentation and knowledge management.
  

Performance Management & Reporting

Track and report regional operational metrics including:

• SLA Compliance
  
• Customer Satisfaction (CSAT)
  
• Net Promoter Score (NPS)
  
• First Contact Resolution (FCR)
  
• Incident Resolution Performance
  
• Major Incident Response
  
• Team Productivity
  
• Escalation Resolution Time
  
• Operational Efficiency
  

Provide regular operational reports and recommendations to executive leadership.

Financial & Resource Management

• Manage regional operational budgets and resource utilization.
  
• Forecast staffing requirements based on customer demand.
  
• Optimize operational costs while maintaining service quality.
  
• Monitor vendor and third-party service provider performance.
  

Stakeholder Collaboration

• Collaborate closely with Global Service Delivery, Technical Support, Engineering, Project Management, HR, Customer Success, and Sales teams.
  
• Support customer onboarding, service transitions, and regional expansion initiatives.
  
• Participate in strategic planning and business review meetings.
  

Governance & Compliance

• Ensure compliance with company policies, security standards, and regulatory requirements.
  
• Support internal and external audits.
  
• Identify operational risks and implement mitigation strategies.
  

Required Qualifications & Experience

Experience

• Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related field.
  
• Minimum 7+ years of experience in IT Service Delivery or Managed Services.
  
• Minimum 3+ years in a leadership or regional management role.
  
• Experience working within a Managed Service Provider (MSP) or IT outsourcing environment is highly preferred.
  
• Experience supporting enterprise customers across the Americas region is an advantage.
  
• Experience managing geographically distributed teams across multiple time zones.
  

Technical Knowledge

Strong understanding of:

• ITIL Service Management Framework
  
• Microsoft 365
  
• Azure
  
• Active Directory
  
• End User Computing (EUC)
  
• Networking Fundamentals
  
• IT Infrastructure Operations
  
• Incident, Problem, Change, and Asset Management
  

Experience with ITSM platforms such as:

• ServiceNow
  
• Jira Service Management
  
• ConnectWise
  
• HaloPSA
  
• Freshservice
  
• Zendesk
  
• Or similar enterprise ticketing platforms
  

Skills & Attributes

• Proven leadership and people management skills.
  
• Strong customer relationship and stakeholder management experience.
  
• Strategic thinker with excellent decision-making abilities.
  
• Exceptional communication and presentation skills.
  
• Strong analytical and problem-solving capabilities.
  
• Ability to lead cross-functional and geographically distributed teams.
  
• Results-driven with a customer-first mindset.
  
• Excellent organizational and operational planning skills.
  

Language Requirements

• Fluent English communication skills are required.
  
• Spanish-speaking candidates are highly preferred.
  
• Professional proficiency in both English and Spanish is a significant advantage for supporting clients throughout Latin America and the broader AMS region.
  

Preferred Certifications

• ITIL Foundation or ITIL 4 Certification
  
• PMP or PRINCE2 Certification
  
• Microsoft Certifications
  
• Agile or Scrum Certifications
  
• CompTIA Network+ or equivalent certifications
  

What Success Looks Like

• Consistent SLA achievement across the AMS region.
  
• High customer satisfaction (CSAT) and strong client relationships.
  
• Successful delivery of Managed IT Services across multiple countries.
  
• Efficient management of major incidents and customer escalations.
  
• High-performing regional teams with strong employee engagement.
  
• Continuous operational improvements and process optimization.
  
• Effective collaboration across Service Desk, Field Services, and Service Delivery teams.
  
• Successful achievement of regional operational KPIs and business objectives.
  

Benefits

Benefits

Why Join Excis?

At Excis, you'll play a key leadership role in driving service excellence across the Americas region while working with global enterprise clients and international teams. You'll have the opportunity to shape regional service delivery, mentor high-performing teams, and contribute to the continued growth of one of the world's leading managed IT service providers.

If you're passionate about IT Service Management, operational excellence, customer success, and leading high-performing global teams, we'd love to hear from you.

Apply today and lead the future of Managed IT Service Delivery across the Americas with Excis.