Director, Service Management APAC

Updated: Yesterday

Location: Singapore, Singapore

Job ID: 25109385

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Director, Service Management APAC Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.

Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering—for each other, for our customers, and ultimately for the people who rely on the services we support.

Discover what your 25,000 future colleagues already know:

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life.
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. Job Responsibilities

JOB RESPONSIBILITIES

Team Leadership & Service Delivery

• Lead, mentor, and coordinate a high-performing regional support function comprising internal employees and managed service partners delivering end-user technology services across APAC.
• Foster a culture of accountability, collaboration, responsiveness, and continuous improvement.
• Establish operational standards, performance expectations, and service delivery metrics aligned to business needs and user experience goals.
• Promote a customer-focused mindset centered on employee productivity and business enablement.
• Act as a regional escalation point for complex or business-critical support issues.

End-User Experience & Operations

• Lead regional L2 support operations across APAC, ensuring effective resolution management, operational consistency, and adherence to service levels.
• Own regional workplace technology operations including endpoint lifecycle management, workstation refresh programs, onboarding, and offboarding services.
• Ensure employees receive a consistent, reliable, and high-quality support experience across office, remote, and travel environments.
• Provide regional support coordination for Commercial Field Support teams, including lifecycle management, provisioning, refresh, replacement, and operational support for end-user hardware assets across APAC.
• Drive continual improvement initiatives focused on enhancing end-user experience, operational effectiveness, and service quality.
• Support workplace technology readiness across offices, collaboration spaces, conference rooms, and meeting environments.
• Support regional town halls, leadership meetings, and business-critical collaboration events as required.

Automation & Continuous Improvement

• Champion an automation-first support strategy across end-user technology operations.
• Identify and implement automation opportunities that reduce repetitive manual effort and improve service responsiveness and operational efficiency.
• Partner with Digital Workplace, Engineering, and Service Management teams to introduce self-servic