On-site Support Lead APAC

Our search for better is changing the lives of our patients. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team as an On-Site Support Lead APAC, to have real impact and bring Forever Caring to life. In this role, you'll play a key part in on-site support , working alongside a dynamic team that values innovation, collaboration, and continuous growth. Your key responsibilities will include: Regional On-Site Support delivery Lead and manage the regional field-support onsite technician team, ensuring compliance with SLAs/OLAs and KPIs. Own hardware lifecycle management, user lifecycle management and incident escalation management across the region. Provide in-depth performance metrics against regional SLAs, deliver proactive guidance and assess the effectiveness of field service teams. Contribute to support operation manuals, documentation and the expansion of the internal knowledge base. Evaluate risks associated with proposed change requests, present alternative solutions, and participate in Change Advisory Boards. Drive proactive service-improvement initiatives and cost-benefit analyses aligned with IT Global guidelines. Project coordination & follow-up (small-scale initiatives across On-Site Support globally) Coordinate and follow up on small IT projects across On-Site Support globally, providing the organisation, tracking and focus needed to bring them to completion on time. Maintain clear visibility of scope, milestones, actions and risks, keeping stakeholders informed and initiatives on track. Apply, where relevant, Convatec's StageGate project methodology and PPM tooling to structure delivery and reporting. Global bridge with the PMOs (primary point of liaison for OSS) Act as the primary global point of contact between On-Site Support and both the Digital & AI PMO and the CBS PMO — treated as equivalent interlocutors — facilitating and coordinating the relationship together with the regional On-Site Support leads, who remain accountable for delivery in their own regions. Ensure that, for any global project requiring OSS participation anywhere in the world, OSS is identified, engaged and mobilised on time. Translate PMO requirements into clear OSS actions, working with and through the regional On-Site Support leads, and channel OSS readiness, constraints and dependencies back to the PMOs. Support gate submissions and project governance by providing timely OSS input, effort estimates and delivery status. Stakeholder & team management Strengthen relationships with stakeholders and business units, acting as the voice of the customer between technical teams and users. Recruit, develop and retain field service teams, and conduct cost/benefit analyses for the regional teams. Stay in contact with senior end-users and understand the region from a cultural perspective to provide better support. Ensure consistent achievement of agreed Service Level Targets, with ongoing reporting through service-level reports and monthly service review meetings. To be successful you will: Function / technical experience Minimum 5+ years in a leadership role in IT. Strong knowledge of IT infrastructure, networks, servers, cloud computing and security. Proficiency in ITIL or similar IT service-management frameworks. Familiarity with monitoring, automation and incident-management tools and technologies. Solid understanding of regulatory and compliance requirements in the regions of operation. Project coordination skills with the ability to organise, track and drive small initiatives to completion across cross-functional teams; knowledge / experience of the StageGate project methodology would add significant value (not mandatory). Proficiency in MS Office and ServiceNow. Soft skills & competencies Exceptional problem-solving, decision-making and communication skills. Strong organisation, follow-up discipline and a results/focus orientation. Ability to coordinate across regions, cultures and time zones, and to build strong stakeholder relationships. Proactivity in improving processes and motivating teams; adaptability in a fast-paced environment. At Convatec we believe in taking care of our people, because they’re the heart of everything we do . As part of our team, you’ll enjoy a range of benefits designed to support your wellbeing, growth, and success. These include Flexible working arrangements, Ongoing learning and development opportunities Competitive remuneration Access to health and wellbeing programs Ready to join us? At Convatec, we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life. #LI-LY1 #LI-Hybrid Beware of scams online or from individuals claiming to represent Convatec A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address. If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at . Equal opportunities Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law. Notice to Agency and Search Firm Representatives Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you. Already a Convatec employee? If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you! About Convatec Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit: .