Regional Service Manager – EMEA & UK

Role Summary

The Regional Service Manager – EMEA & UK is responsible for the end-to-end delivery, governance and continuous improvement of onsite Field Services across the EMEA and UK region. The role leads a geographically distributed team of field engineers and partner resources, ensures services are delivered consistently against contractual SLAs, KPIs and XLAs, and acts as the senior regional point of contact for client leadership, internal delivery teams and third-party vendors. The successful candidate will balance operational excellence, people leadership and stakeholder management while navigating the commercial, regulatory and cultural diversity of a multi-country region.

Key Responsibilities:

Service Delivery & Operations

• Lead Field Services operations across multiple countries and customer locations within the EMEA and UK region.
• Ensure consistent delivery of onsite support for laptops, desktops, Mac devices, mobile devices, peripherals, printers/MFDs, meeting-room technology, and Smart Hands activities.
• Ensure service delivery aligns with defined SLAs, KPIs, XLAs and customer expectations.
• Act as the EMEA & UK regional escalation point for critical incidents, service disruptions and operational issues.
• Coordinate with Service Desk, infrastructure teams, client support organizations and third-party vendors for effective issue resolution.
• Manage onsite IMACD (Install, Move, Add, Change, Dispose) activities, hardware refresh programs, site openings/closures and office relocations across the region.
• Ensure consistent service standards across countries while accommodating local working practices, languages, public holidays and time zones.

Governance, Compliance & Performance Management

• Establish and maintain operational governance across assigned regional locations.
• Conduct regular service and operational reviews.
• Monitor ticket volumes, backlog, aging incidents and service-request fulfillment.
• Track operational risks and drive mitigation and improvement actions.
• Ensure adherence to ITIL processes including Incident, Request, Change, Problem and Asset Management.
• Ensure compliance with GDPR, UK GDPR, local data-protection requirements, information-security policies, health & safety regulations and client site-access procedures.
• Drive continuous service improvement (CSI), automation and shift-left initiatives to improve end-user experience and reduce cost to serve.
• Present service performance, risks, mitigation plans and improvement initiatives during governance meetings.

People Leadership

• Provide leadership, coaching and mentoring to the regional Field Services organization.
• Support staffing, resource planning, onboarding and workforce optimization.
• Manage performance, objectives, career development and succession planning for direct and indirect reports.
• Ensure workforce practices comply with local employment legislation and works-council requirements across EMEA countries.
• Oversee utilization, on-call/shift rotas, travel and dispatch to optimize regional coverage.

Stakeholder, Vendor & Commercial Management

• Serve as a primary regional point of contact for client leadership and service stakeholders.
• Build effective relationships with regional business leaders, IT teams and vendor partners.
• Support executive communications and service-performance reporting.
• Manage third-party and subcontractor performance across EMEA, including vendor SLAs, onboarding and periodic reviews.
• Support regional budget management, cost control, invoicing validation and identification of commercial opportunities.
• Support service transitions, new site onboarding and contract renewals within the region.

Technical & Operational Skills

• Windows and macOS endpoint support, Microsoft 365 and endpoint management (e.g., Microsoft Intune, SCCM/MECM, Jamf).
• Hardware/software troubleshooting, device provisioning and imaging (including Windows Autopilot).
• Conferencing and meeting-room technology (e.g., Microsoft Teams Rooms, Zoom Rooms, AV systems).
• Printers/MFDs, mobile devices and peripherals.
• Networking-related coordination and onsite Smart Hands support for data centers and comms rooms.
• ITSM tools such as ServiceNow, BMC Remedy or Jira Service Management; reporting with Power BI or Excel.