Regional Technical Delivery Manager

A leading software company is seeking a Regional Technical Delivery Manager for the Asia Pacific region, based in Kuala Lumpur. This pivotal role offers you the opportunity to oversee the implementation, deployment, and post-launch support of advanced technology solutions across multiple APAC markets. You will be at the heart of operational excellence, guiding a multi-country technical delivery team and ensuring seamless customer experiences from onboarding through ongoing support.

What you'll do:

As the Regional Technical Delivery Manager Asia Pacific based in Kuala Lumpur, you will play a central role in shaping the success of technology deployments across multiple APAC markets. Your day-to-day responsibilities will involve orchestrating complex technical deliveries from initial customer onboarding through ongoing support phases. You will work closely with cross-functional teams-Sales, Customer Success, Product Management, and Engineering-to ensure every client receives a seamless experience tailored to their needs. By monitoring key performance indicators and service levels across the region, you will identify areas for improvement while maintaining high standards of operational efficiency. Your ability to harmonise processes between local teams in APAC countries will be crucial in delivering consistent results. You will also establish frameworks for issue resolution and quality assurance that underpin customer satisfaction. Through regular reporting to leadership on performance metrics and trends gleaned from support data and feedback channels, you will help shape strategic decisions that drive business growth. Your commitment to nurturing talent within your regional team-through coaching sessions, resource planning activities, and performance reviews-will foster an environment where collaboration thrives.

• Oversee end-to-end technical delivery for technology solutions across APAC markets, including customer onboarding, solution deployment, and post-implementation support to ensure operational excellence.
• Translate business objectives into actionable regional delivery strategies by setting clear KPIs and timelines that align with organisational goals.
• Monitor service levels, operational efficiency, and response times across all APAC countries to maintain high standards of customer experience.
• Work collaboratively with Sales, Customer Success, Product, and Engineering teams to facilitate seamless integration and onboarding for new customers.
• Identify operational or technical challenges within the region and propose scalable solutions that drive continuous improvement.
• Partner with local APAC teams to harmonise processes and standardise best practices across different markets for greater consistency.
• Establish a robust support framework that ensures high levels of customer satisfaction by overseeing incident management, conducting Root Cause Analysis (RCA), and implementing corrective actions.
• Track customer insights and operational metrics to inform quality improvement initiatives that enhance service delivery.
• Lead process optimisation efforts by identifying gaps or inefficiencies and developing SOPs, checklists, and training guidelines for deployment and support teams.
• Provide regular updates to senior leadership on technical delivery performance, risks, trends identified through data analysis, and recommended improvement plans.

What you bring:

Your background as a Regional Technical Delivery Manager Asia Pacific equips you with deep expertise in managing complex technology implementations across multiple countries. You bring not only strong academic credentials but also substantial hands-on experience gained from previous roles in SaaS or technology-driven organisations. Your technical foundation spans networking infrastructure management as well as system integrations involving APIs and SQL databases-skills that enable you to troubleshoot issues efficiently during deployments. Having led remote or regional teams before gives you insight into how best to motivate staff located in different markets while maintaining alignment with broader organisational goals. Your interpersonal strengths shine through excellent communication abilities which help foster trust among stakeholders at all levels-from internal colleagues collaborating on projects to external clients relying on your guidance during onboarding or support interactions. Proficiency in Mandarin allows you to connect meaningfully with customers throughout Greater China regions while your willingness to travel ensures responsiveness wherever business demands arise.

• Bachelor's degree in Information Technology, Computer Science, Engineering or related discipline is required for foundational knowledge relevant to this role.
• 5-8 years of proven experience in technical operations or service delivery roles within SaaS or technology environments is essential for effective execution of responsibilities.
• Strong understanding of networking concepts, infrastructure management, APIs integration techniques as well as SQL database skills are necessary for supporting complex deployments.
• Demonstrated experience in onsite troubleshooting combined with hands-on solution deployment capabilities enables successful engagement with customers during critical phases.
• Track record of leading regional or remote teams within APAC markets showcases your ability to manage diverse groups effectively across geographies.
• Excellent communication skills paired with stakeholder management abilities allow you to build trustful relationships both internally among colleagues and externally with clients.
• Proficiency in Mandarin is mandatory for supporting Mandarin-speaking customers and partners throughout the region.
• Willingness to travel up to 25% across APAC markets demonstrates your flexibility in meeting business needs wherever required.

What sets this company apart:

The organisation stands out as a leader in delivering cutting-edge software solutions tailored for businesses operating throughout Asia Pacific. With a reputation built on reliability and innovation within the technology sector, they offer employees access to challenging projects that span multiple countries-providing exposure to diverse cultures and market dynamics. Their commitment to creating an inclusive workplace means you'll join a team where collaboration is encouraged at every level; ideas are shared openly; successes are celebrated collectively; and personal growth is supported through ongoing training opportunities. Flexible working arrangements empower you to balance professional ambitions with personal commitments while generous investment in employee development ensures your skills remain current amid evolving industry trends. The company's supportive leadership fosters an environment where everyone feels valued-making it an ideal place for those who thrive when working together towards shared goals.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C