Job title:Global Service Delivery Manager – PLM & Engineering Toolchain

We are seeking an experienced Global Service Delivery Manager to join our Global IT based out of China, responsible for managing end-to-end global support & continuous improvement. This role will oversee a comprehensive suite of engineering tools spanning APAC, EMEA, and the Americas, playing a critical role in ensuring system availability, scalability, patching, major release, vulnerability, user experience across enterprise applications.
The position will be accountable for service operations, including Windchill, SolidWorks, EPLAN, MATLAB, Altium, Atlassian toolchain (Jira, Confluence, Bitbucket, Bamboo), interfaces. You will ensure seamless IT service operations delivery with enterprise service KPI target and continuous improvement.

As Global Service Manager, your day to day will include:
61 Own 24x5 (24/7 for P1) service delivery and system uptime for global engineering tools and PLM platforms.
61 Manage geographically distributed L2–L4 support teams (internal and external vendors), with L1 support handled by business key users.
61 Define and implement application support strategies focused on continuous improvement of ITSM practices, SOPs, and methodologies to meet global enterprise KPIs and SLA targets, including follow-the-sun support models.
61 Oversee system operations, performance, problem management, license management and availability across the entire engineering toolchain.
61 Conduct root cause analysis and implement corrective and preventive actions for recurring or critical issues.
61 Maintain governance over all system environments, including interface management, patching, and build deployments.
61 Manage application lifecycle and drive system and tool upgrades reducing technical debt, including security patching and cloud/application software updates, upgrades to ensure alignment with the latest versions.
61 Champion continuous improvement initiatives to enhance service quality and customer satisfaction.
61 Manage vendor relationships for application services, ensuring alignment with contractual terms and service expectations.
61 Prepare and deliver regular service delivery performance , license, SLA reports to key stakeholders.
61 Ensure all applications and related developments comply with TK Elevator’s security and compliance standards.

Engineering Tools Experience :
61 The Service Manager needs to have knowhow and experience working with Engineering Tools (PLM, MCAD, ECAD, Software-ALM etc) orchestration of support and maintenance of Infrastructure & system operations, availability management, technical support, upgrades and co-ordination with internal IT, Business and Vendors.

Who we are looking for
61 Fluent English and Mandarin speaking and writing
61 Bachelor’s or Master’s degree in Engineering, Computer Science, or a related technical field.
61 10+ years of experience in Engineering IT, PLM Operations, or Digital R&D tools, including roles such as Service Delivery Manager or Operations/Change Leader.
61 5+ years in a global role supporting engineering tools and applications, with flexibility to coordinate global operations across time zones.
61 Proven experience managing multi-disciplinary toolchains spanning mechanical, electrical, and embedded domains.
61 Strong domain knowledge of engineering and product lifecycle tools (e.g., Windchill, SAP-PLM, Design Automation tools, MCAD, ECAD, Atlassian tools).
61 Proficient in IT support frameworks such as ITIL/ITSM, with hands-on experience in incident, problem, and change management using tools like ServiceNow (SNOW), Azure DevOps.
61 Infrastructure working knowledge managing tools on Azure cloud and on Prem , Windows, Linux, software and databases.
61 Strong understanding of IT security and compliance requirements.
61 Excellent problem-solving, analytical, communication, and interpersonal skills.
61 Ability to build and maintain effective relationships with internal and external stakeholders at all levels.