Director, Global Service Delivery - APAC based

Job description

We are a leading global software company dedicated to the world of computer aided design, 3D modeling and simulation— helping innovative global manufacturers design better products, faster! With the resources of a large company, and the energy of a software start-up, we have fun together while creating a world class software portfolio. Our culture encourages creativity, welcomes fresh thinking, and focuses on growth, so our people, our business, and our customers can achieve their full potential. The Director, Global Service Delivery (SD) is a senior leadership role within Global Engineering Services (GES), part of Siemens' Global Technologies & Infrastructure (GTI) organization. This role owns the end-to-end delivery of engineering support services across three global regions — Americas, EMEA, and APAC — serving approximately 17,000 software engineers worldwide. The Director is accountable for service quality, regional consistency, people leadership, and the ongoing transformation of the SD function. Key Responsibilities Strategic Leadership • Define and execute the global Service Delivery strategy aligned with GES and GTI priorities. • Set the vision, operating model (Follow-the-Sun), and performance standards for SD across all three regions. • Lead the annual planning cycle for SD: headcount, budget, initiatives, and OKRs. • Represent the SD function at GES leadership reviews, executive briefings, and cross-functional forums. • Drive continuous improvement in service delivery maturity, tooling, and process standardization. Operational Excellence • Own the end-to-end SLO/SLA framework for the SD function globally; ensure targets are met and reported. • Partner with the Global Operations Excellence (GOE) team to enforce standards, monitoring, and governance. • Ensure all regions are aligned on tooling, processes, CMDB accuracy, and asset management practices. • Oversee the successful delivery of global programmes (e.g., PCD migration, device refresh, CMDB clean-up…etc). • Identify operational risks and blockers across regions; escalate and resolve proactively. People Leadership • Directly lead three Regional SD Leads (Americas, EMEA, APAC) and maintain accountability for the full SD organization. • Build a high-performing, engaged, and geographically distributed team; develop regional leaders and successors. • Drive talent reviews, performance management, and calibration across the SD function. • Champion a culture of accountability, customer focus, and continuous improvement. Stakeholder & Cross-Functional Engagement • Serve as the primary SD point of contact for peer GTI functions. • Build and maintain strong relationships with key business stakeholders. • Collaborate with regional SD leads and managers to address customer escalations and service issues. • Provide regular operational reporting to the Senior Director, GES and GTI leadership. Engineering Segments Engagement • Own the customer relationship between GES and engineering segments globally; serve as the primary point of contact for segment leads regarding infrastructure, service quality, and engineering productivity. • Establish and maintain a regular engagement cadence with segment representatives to understand development pipeline needs, CI/CD tooling requirements, and environment pain points. • Proactively identify opportunities to improve developer productivity and engineering experience — including build performance, environment stability, tooling access, and onboarding friction. • Collaborate with SD Leads, GOE, and Architecture & Standards teams to translate segment feedback into actionable service improvements and capacity planning inputs. • Track and report on segments satisfaction, developer productivity trends, and GES contribution to engineering velocity — escalate where GES environment is a constraint on delivery. Required QUALIFICATIONS & EXPERIENCE • Extensive relevant experience in infrastructure management, service delivery, or technology operations, with a significant portion of that time spent in senior leadership — managing global or multi-regional teams at scale. • Proven track record leading large, geographically distributed teams across multiple countries and regions. • Deep understanding of ITSM frameworks (ITIL) and IT governance practices (COBIT or equivalent). • Strong experience managing budgets, headcount planning, and resource allocation at a global scale. • Demonstrated ability to drive transformation programmes and change across complex organizations. • Experience operating in a matrixed, multinational corporate environment. • Excellent written and verbal communication skills in English; comfortable presenting to executive audiences. • Sound understanding of asset management practices, including CMDB governance, hardware lifecycle management, and software asset inventory at enterprise scale. • Demonstrable knowledge of data center operations and management, including RDC/colocation environments, capacity planning, and infrastructure governance. • Working knowledge of server and storage technologies, including enterprise server platforms, SAN/NAS storage, and backup/recovery frameworks. • Familiarity with vulnerability management processes, including risk prioritization, remediation tracking, and coordination with information security teams to ensure compliance. • Familiarity with software development practices and the software development lifecycle (SDLC); ability to engage credibly with engineering and development teams on environment and tooling requirements. • Working knowledge of CI/CD concepts and common pipeline patterns; exposure to CI/CD platforms, sufficient to understand engineering dependencies and environment requirements. • Understanding of developer workflow tooling and environment needs — including source control, build systems, artifact management, and test infrastructure — as they relate to GES infrastructure prov