APJ IT Service Delivery Manager

<div class="content-intro"><p>At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.</p> <p>The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!</p></div><p></p> <p><strong>Position Summary</strong></p> <p>We are seeking an experienced, people-centered APJ IT Service Delivery Manager to lead and continuously evolve End User Support operations across the Asia-Pacific Japan (APJ) region. This role is responsible for managing Tier 1 and Tier 2 support teams delivering internal IT support across key APJ locations, including Bangalore, Mumbai, Manila, and Singapore, while also supporting Solarians distributed throughout the broader region.</p> <p>This role is ideal for a leader who enjoys strengthening and advancing existing operations—someone who can bring structure, consistency, and thoughtful improvements to how support is delivered, while building on a solid foundation already in place. The APJ IT Service Delivery Manager will focus on elevating service quality, improving operational maturity, and enabling teams to work smarter through better processes, tooling alignment, and collaboration.</p> <p>This is a hybrid role based in Bangalore, requiring onsite presence three days per week to ensure strong team engagement, operational oversight, and partnership with local stakeholders.</p> <p><strong>Key Responsibilities</strong></p> <ul> <li>The APJ IT Service Delivery Manager will lead multiple support functions, including:</li> <li>Tier 1 Virtual Tech Bar (chat support)</li> <li>User Provisioning / Joiner–Mover–Leaver (JML) support</li> <li>Tier 2 onsite desktop and office support teams</li> <li>The ideal candidate is a servant leader with strong operational discipline, regional leadership experience, and a passion for continuously improving the end-user experience. This role partners closely with Global End User Services leadership, Modern Management engineering teams, HR, Facilities, and peer Service Desk Managers across EMEA and the Americas to drive meaningful, forward-looking enhancements.</li> <li>Regional Leadership People Management</li> <li>Lead, coach, and develop a distributed team of Tier 1 chat agents, Tier 2 onsite technicians, and user provisioning specialists across APJ.</li> <li>Build a strong in-office culture while supporting a hybrid workforce model.</li> <li>Ensure consistent performance management, career development, and engagement for technicians across multiple countries and time zones.</li> <li>Service Desk Support Operations</li> <li>Own day-to-day End User Support operations for APJ, ensuring timely, high-quality resolution of incidents and requests.</li> <li>Oversee Tier 1 Virtual Tech Bar chat support operations, ensuring alignment with global support standards and SLAs.</li> <li>Manage Tier 2 onsite support for Windows and macOS endpoints across APJ offices.</li> <li>Act as the escalation point for high-priority incidents, including executive and VIP support needs.</li> <li>Regional Coverage Site Support</li> <li>Partner with local site leadership, HR, and Facilities to ensure strong onsite coverage, onboarding execution, and end-user engagement.</li> <li>Oversee support for conference rooms, AV systems, and collaboration technologies to enable se ... (truncated, view full listing at source)