IT Service Experience & Operations Lead 1

International SOS; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

International SOS is seeking a Service Experience & Operations Lead in Kuala Lumpur to transform the service desk into a proactive, experience-driven function. You will own end-user experience, coordinate across vendors, and drive AI-enabled strategies to reduce tickets while improving CSAT and service quality.

The role emphasizes coordination across multiple teams, rapid incident routing, and value-driven service delivery in a global, fast-paced environment.

Qualifications

• Experience in modern Service Desk and end-user support operations.
• Knowledge of ITIL Incident and Request Management processes.
• Familiarity with multi-vendor environments and coordination.
• Experience with automation, self-service, and AI-enabled support.
• Strong communication and stakeholder management skills.

Responsibilities

• Own UX and total user experience, driving CSAT and adoption of self-service tools.
• Manage channel strategy for portal, chat, phone, and virtual support; optimize intake and routing.
• Administer and improve incident and request fulfillment, SLAs, and ticket handling workflows.
• Coordinate across vendors and internal teams to hold providers accountable for quality and timelines.
• Lead AI initiatives and shift-left strategy to reduce ticket volumes and improve resolution speed.

Skills

Service Desk operations

ITIL Incident & Request Management

Multi-vendor coordination

Automation & AI-enabled support

Stakeholder management

Education

Bachelor's in IT or related field

Tools

ServiceNow ITSM/CSM

Job description

About The Role

The Service Experience & Operations Lead is accountable for delivering a high-quality, user-centric IT support experience, while ensuring effective coordination of incidents and service requests across a multi-vendor ecosystem. This role transforms the traditional Service Desk into a modern, intelligence-driven function, combining: End-user experience ownership, Efficient request and incident intake, Operational coordination across teams and vendors. Operating without a dedicated SIAM (Service Integration & Management) function, the role acts as the front door to IT and coordination layer, ensuring seamless routing, rapid resolution, and clear communication across the service landscape. The position drives a shift from reactive ticket handling to proactive experience management and operational excellence, improving user satisfaction, efficiency, and service quality. At International SOS, our mission is to safeguard the global workforce against health and security risks while delivering specialized medical services to our clients. Headquartered in Singapore, we are a high-growth, fast-paced organization. Our culture thrives on entrepreneurship, fuelled by a strong sense of purpose: saving lives and protecting people every day. We empower our staff, fostering an energetic and challenging work environment that encourages individual growth. As part of our global outlook, you’ll collaborate with multi-disciplinary, multi-cultural teams to tackle significant challenges. We welcome self-driven individuals who aspire to make a meaningful impact.

Job Responsibilities

UX & Service Desk

• Own UX: Drive total user experience and CSAT.
• Manage Channels: Govern portal, chat, phone, and virtual support.
• Optimize Intake: Fix ticket logging, priority, and first-contact fixes.

Incidents & Requests

• Fulfill Requests: Manage request catalogs, routing, and SLAs.
• Fix Incidents: Fast-track critical issues and stop ticket bouncing.

Vendor Control

• Hold Accountable: Ensure vendors meet SLAs and quality targets.
• Orchestrate: Bridge gaps between vendors and internal tech teams.

AI & Strategy

• Shift-Left: Cut ticket volumes via self-service and knowledge bases.
• Deploy Tech: Launch virtual agents and smart ticket routing.
• Analyze Trends: Report on metrics and flag systemic risks.

Job Requirements

Required Work Experience

• 8–12 Years: IT Service Desk, Operations, or End-User Support in large enterprises.
• Desk Transformation: Managed or updated digital-first, UX-focused service desks.
• Vendor Control: Coordinated multi-vendor and outsourced IT setups.
• Metric Success: Lifted CSAT, FCR, and SLA speeds while cutting ticket waste.
• Shift-Left & AI: Drove automation, self-service, and ticket-reduction plans.
• Influence: Held external vendors and internal teams accountable without direct authority.

Required Qualifications

• Degree: Bachelor’s in IT or related field.
• ITIL: Foundation (required); Managing Professional/Practice (preferred).
• ServiceNow: ITSM, CSM, or Virtual Agent certs (preferred).
• CX & Service: Customer Experience or Service Management certs (plus).
• Automation: RPA or AIOps fundamentals exposure (plus).
• Data: Training in data analysis and performance reporting (preferred).

Skills Required

Required Skills and Knowledge

• Strong knowledge of modern Service Desk and end-user support operations.
• Understanding of ITIL Incident and Request Management processes.
• Experience with ServiceNow or equivalent ITSM platforms.
• Strong focus on customer experience and user-centric service delivery.
• Understanding of multi-vendor environments and operational coordination.
• Familiarity with automation, self-service, and AI-enabled support.
• Strong communication and stakeholder management skills.