IT Service Delivery Manager – Bangkok (relocation provided)

About the role

Agoda is looking for an experienced IT Service Delivery Manager to lead its IT Support Department in Bangkok. You will own end‑to‑end service delivery for Windows and macOS environments, ensuring high user satisfaction and adherence to SLAs while supporting the company’s rapid growth.

Key responsibilities

• Own and continuously improve IT support service delivery, meeting SLAs/OLAs and KPIs.
• Lead operational governance, producing regular reports on ticket volumes, response/resolution times, CSAT and recurring issues.
• Manage Incident, Problem and Change processes to restore services quickly and reduce repeat incidents.
• Coordinate cross‑functional teams (Support, Infrastructure, Security, Engineering, business stakeholders) to prioritize demand and deliver enhancements.
• Oversee suppliers and partners, handling performance management, escalations, service reviews and cost control.
• Drive continual service improvement initiatives, including process optimisation, tooling, automation and knowledge management.

Required profile

• Proven experience leading IT service delivery in Windows and macOS environments.
• Strong track record of meeting SLAs, improving user experience and reducing resolution times.
• Ability to manage incident, problem and change processes and conduct root‑cause analysis.
• Experience coordinating cross‑functional teams and managing external suppliers.

Required skills

• Windows operating system
• macOS operating system
• IT Service Management (ITSM)
• Incident Management
• Problem Management
• Change Management
• Service Level Management (SLAs/OLAs)
• Reporting and analytics

What we offer

• Relocation assistance to Bangkok
• Opportunity to work in a fast‑paced, multicultural tech environment
• Competitive compensation and benefits package