Regional Lead, IT Service Delivery, ETS

The role of IT Service Delivery Manager (ITSD) will play a critical role in ensuring the efficient and effective delivery of IT services within the Enterprise Technology Services (ETS) organisation. This role requires a proactive and strategic leader with outstanding communication, technical, and leadership skills to oversee service delivery, manage IT projects, and maintain strong relationships with stakeholders.

Duties and Responsibilities

IT Service Delivery:

• Lead and manage the ITSD function within the designated foodpanda markets.
• Collaborate with global and regional ETS teams to ensure consistent service standards and alignment with corporate ETS policies and guidelines.
• Establish and maintain effective communication channels to address ETS-related concerns and service requests promptly.
• Develops and maintains continuity plans to address local business continuity.

Team Coordination and Management:

• Supervise and guide a team of ITSD professionals responsible for providing on-site and remote ETS support.
• Set clear performance goals, conduct regular performance evaluations, and support career development for team members.
• Foster a culture of teamwork, knowledge sharing, and continuous improvement within the local ETS teams.
• Coordinate training and orientation for new employees to enable them to become productive upon onboarding.
• Business travel may be required to local markets.

Incident and Problem Management:

• Oversee the resolution of ETS incidents and problems to meet defined service level agreements (SLAs) and minimize business disruptions.
• Implement best practices for incident escalation and timely communication with affected parties.

IT Project Management:

• Coordinate and lead ETS projects within the cluster/local market, collaborating with project managers, business stakeholders and ETS teams.
• Ensure project timelines, budgets, and objectives are met while adhering to quality standards.

Vendor Management:

• Engage and manage relationships with IT service vendors and suppliers.
• Monitor vendor performance, service levels, and contract compliance to ensure quality service delivery.

IT Governance and Compliance:

• Ensure adherence to ETS policies, procedures, and security standards.
• Works with Regional and Global InfoSec teams on promoting IT security awareness in-country, and taking appropriate steps to address security breaches, if necessary
• Collaborate with internal and external audit teams to fulfil IT-related audit requirements.

Budgeting and Resource Allocation:

• Assist in developing the ETS budget and allocate resources effectively to achieve optimal service delivery.
• Monitor and control ETS expenditures within the assigned budget limits.
• Advises human resources colleagues on staffing needs and participates in the hiring and training process.

Stakeholder Engagement:

• Build and maintain strong relationships with business stakeholders in the cluster.
• Conduct regular meetings to understand their IT needs and align IT services accordingly.

• Proven experience (5+ years) in leading a team in ITSD management, including experience managing multiple locations or a cluster of offices.
• Understanding of IT service management principles and frameworks, such as ITIL.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage and prioritize multiple projects and initiatives.
• Familiarity with project management methodologies and tools.
• Knowledge of IT security, compliance, and governance practices.
• Experience in vendor management and contract negotiation.
• Fluency in written and spoken English to work effectively in a multicultural and diverse environment.
• Relevant certifications (e.g., ITIL, PMP) are advantageous.

“To be the most loved everyday food and groceries destination!” - that’s our mission at foodpanda (small ‘f’).

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!

If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

What we offer:

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast growing and global company.
• Other benefits include free food, health and dental insurance, and learning and development opportunities!

Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.