The Role
The Head, APAC Delivery and Service is a leadership role within Technology, accountable for the end-to-end technology delivery and service operations across the APAC region — spanning the Food Solutions, Airport Hub, and APAC Airports business segments. Reporting directly to the VP, APAC Tech Business Enablement, this role is critical to ensure always on end-to-end technology service and operations in Asia Pacific.
This is a high-visibility position that requires both strategic thinking and operational rigour. The incumbent will own the APAC application landscape and architecture, lead structured APAC IT service management practices, and serve as a trusted partner to APAC business technology leaders and cross-functional technology teams.
Key Responsibilities
APAC Application Landscape \&Architecture
- Own and maintain a comprehensive, up-to-date view of the APAC application portfolio across Food Solutions, Airport Hub, and APAC Airport segments.
- Lead application rationalization and lifecycle management— identifying gaps, redundancies, and opportunities for consolidation or modernization.
- Develop and govern a clear APAC architecture road map aligned to the broader Global Technology strategy and APAC business priorities.
- Establish standards and guardrails for application design, integration, and data flows across the APAC region.
Working closely with global enterprise architects and technology domain leads to ensure APAC solutions aligning with global architecture principles.
APAC Product \& Service Delivery
- Establish and mature structured APAC IT service management(ITSM) practices including change management, incident management, problem management, and service communications.
- Define and track meaningful service-level agreements(SLAs) and key performance indicators (KPIs) that reflect the needs of APAC business technology stakeholders.
- Build a culture of continuous improvement — using data and post-incident reviews to drive systemic \& proactive fixes rather than reactive firefighting.
- Oversee vendor and partner performance related to APAC technology services, ensuring contractual and quality obligations are met.
The Role
The Head, APAC Delivery and Service is a leadership role within Technology, accountable for the end-to-end technology delivery and service operations across the APAC region — spanning the Food Solutions, Airport Hub, and APAC Airports business segments. Reporting directly to the VP, APAC Tech Business Enablement, this role is critical to ensure always on end-to-end technology service and operations in Asia Pacific.
This is a high-visibility position that requires both strategic thinking and operational rigour. The incumbent will own the APAC application landscape and architecture, lead structured APAC IT service management practices, and serve as a trusted partner to APAC business technology leaders and cross-functional technology teams.
Key Responsibilities
APAC Application Landscape \& Architecture
- Own and maintain a comprehensive, up-to-date view of the APAC application portfolio across Food Solutions, Airport Hub, and APAC Airport segments.
- Lead application rationalization and lifecycle management — identifying gaps, redundancies, and opportunities for consolidation or modernization.
- Develop and govern a clear APAC architecture roadmap aligned to the broader Global Technology strategy and APAC business priorities.
- Establish standards and guardrails for application design, integration, and data flows across the APAC region.
- Working closely with global enterprise architects and technology domain leads to ensure APAC solutions aligning with global architecture principles.
APAC Product \& Service Delivery
- Establish and mature structured APAC IT service management (ITSM) practices including change management, incident management, problem management, and service communications.
- Define and track meaningful service-level agreements (SLAs) and key performance indicators (KPIs) that reflect the needs of APAC business technology stakeholders.
- Build a culture of continuous improvement — using data and post-incident reviews to drive systemic \& proactive fixes rather than reactive firefighting.
- Oversee vendor and partner performance related to APAC technology services, ensuring contractual and quality obligations are met.
Stakeholder Collaboration \& Business Partnership
- Collaborate closely with cross-functional TDX teams — Infrastructure, Corporate Systems, Cyber, and Data \& AI — to deliver an end-to-end seamless service experience for the APAC business.
- Proactively communicate service status, business impacts, risks and learnings to APAC technology leadership and business partners in a clear and timely manner.
- Represent APAC service delivery interests in global TDX forums, ensuring regional priorities are visible and appropriately resourced.
- Foster strong working relationships with APAC Joint Venture teams to understand operational realities and translate them into actionable improvements.
JOB REQUIREMENTS:
Educational Qualifications:
- A bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field is required.
Relevant Skills and Experience:
- 12+ years of progressive experience in IT service management, app/infrastructure management, or related functions, with at least 5 years in a leadership role.
- Proven track record managing complex, multi-segment or multi-country technology services in a large enterprise environment.
- Deep expertise in ITSM frameworks (e.g. ITIL) — including change, incident, and problem management — and demonstrated ability to implement and mature these practices.
- Strong understanding of enterprise application landscapes, integration patterns, and architecture governance.
- Exceptional stakeholder management and communication skills — comfortable engaging with global technology executives and operational teams alike.
- Experience leading geographically distributed teams across the APAC.
Preferred
- Familiarity with cloud-native architectures, ERP systems, and operational technology (OT) environments.
- ITIL certification (v4 or equivalent).
- Exposure to AI/data-driven service operations.
PERSONAL CHARACTERISTICS \& BEHAVIOURS:
- Service-orientated mindset
- Ability to build strong relationships and interact with stakeholders at all levels
- Detail-orientated and process focused
- Proactive and curious
- Collaborative, adaptable and resilient.
As and when travel required across APAC countries.
Arabic
Chinese
French
Russian
Spanish