Regional Service Delivery Director

Position title:
Regional Service Delivery Director APAC

Type of company:
Software - Adtech / Martech / DOOH

Leadership:
5 direct reports

Workplace type:
Hybrid (WFH: 4 days/week, Onsite: 1 day/week)

Remuneration:
$200k approx

About the Company

Based in North America with over 300 staff in over 15 countries around the world, our client is a fast-growth DOOH technology powerhouse. The Company empowers media owners, agencies, and brands to connect with audiences through out-of-home like no other channel. Where digital meets real life, our client sparks growth, inspires conversations, and brings communities together. From airports to shopping centers, transit to healthcare, our client's platform powers the messages that light up daily life - making global connections simple, impactful and unforgettable.

About the role

Objective: to lead and elevate customer-facing technical teams within the APAC region

Reporting to the North America-based VP of Client Services, the Regional Service Delivery Director will be responsible for ensuring exceptional customer experiences from the initial technical engagement through successful onboarding and ongoing support.

This opportunity will suit a senior experienced leader who enjoys leading a cohesive team, growing the next level of leaders and strong desire to exceed our customer's expectations. This is a fantastic opportunity for an individual that enjoys implementing changes in a function and gets excited with the results. We are looking for an outgoing individual who enjoys technology and solving complex problems.

Key reponsibilities:

• Strategic Leadership:
  Develop and execute a regional service delivery strategy aligned with the company's overall goals, focusing on maximizing customer satisfaction, retention, and product adoption.
• Team Management & Development:
  Lead, mentor, and develop regional teams encompassing technical pre-sales, customer onboarding and activation, technical support, and product adoption specialists. Foster a collaborative, high-performance culture focused on continuous improvement and knowledge sharing.
• Technical Pre-Sales Oversight:
  Ensure the technical pre-sales team effectively articulates the value proposition of our software, provides compelling technical solutions, and builds strong relationships with prospective customers. Work with Sales and Account Management to develop customer base growth strategies.
• Customer Onboarding & Activation:
  Oversee the smooth and efficient onboarding and activation of new customers, ensuring a positive initial experience and setting the stage for long-term success.
• Technical Support Excellence:
  Drive the delivery of high-quality and timely technical support, ensuring efficient issue resolution, proactive communication, and a focus on exceeding customer expectations.
• Product Adoption & Customer Success:
  Develop and implement strategies to drive product adoption, working closely with the Account Management team to identify opportunities for expansion and ensure customers realize the full value of our solutions.
• Performance Monitoring & Reporting:
  Establish key performance indicators (KPIs) and develop regular reports to track team performance, identify trends, and provide insights to senior leadership.
• Cross-Functional Collaboration in APAC:
  Collaborate effectively with Sales, Account Management and Marketing APAC teams to ensure a seamless customer journey and alignment within the team.
• Global Functional Collaboration:
  Work closely with global Services leaders to guarantee alignment and standardisation of services worldwide. Proactively identify and escalate issues requiring attention. Effectively communicate the needs of the local Services team to the appropriate stakeholders to ensure they are addressed.
• Customer Advocacy:
  Collaborate with Sales, Product, and Engineering to advocate for APAC customer needs within the organization and ensure they are met.

About the successful candidate

The ideal candidate will be a strategic leader with a strong technical aptitude, proven experience in managing diverse teams, and a passion for driving customer success and loyalty.

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• 5+ years of progressive experience in customer-facing technical roles within a software company.
• Proven experience leading and managing diverse technical teams, including pre-sales, onboarding, support, and adoption functions.
• Strong understanding of software implementation methodologies, customer support best practices, and product adoption strategies.
• Excellent communication, presentation, and interpersonal skills, with the ability to effectively interact with customers at all levels.
• Demonstrated ability to develop and implement strategic initiatives and drive measurable results.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Ability to thrive in a fast-paced and dynamic environment.
• Experience as a technical lead in the out-of-home (OOH) advertising industry.
• ITIL certification or equivalent knowledge of IT service management frameworks.

Why apply

• Wellness:
  $500 annual Wellness fund for mental/physical health and office-related expenses. Unlimited online mental health support through BetterHelp for you and your family.
• Additional Time Off:
  Enjoy an additional week of annual leave, along with three paid training days and two paid volunteer days.
• Work Flexibility:
  Remote work options.
• Family Support:
  Parental leave salary supplement.
• Growth Opportunities:
  Training & development opportunities with a yearly budget to support professional growth.

For more information or for a confidential discussion please contact Justin Randles on - or click/tap Easy Apply now.