UX-Driven IT Service Experience Lead

International SOS group; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

International SOS in Kuala Lumpur seeks an IT Service Experience & Operations Lead to own the end-user experience and CSAT while coordinating incidents and requests across multiple vendors. You will drive a shift from reactive ticket handling to proactive service excellence, shaping a modern, UX-focused service desk.

The role requires 8–12 years in IT service desk/operations, a Bachelor's in IT, ITIL Foundation, and ServiceNow experience.

Qualifications

• 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.

Responsibilities

• 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.
• Fulfill Requests: Manage request catalogs, routing, and SLAs.
• Fix Incidents: Fast-track critical issues and stop ticket bouncing.
• Hold Accountable: Ensure vendors meet SLAs and quality targets.
• Orchestrate: Bridge gaps between vendors and internal tech teams.
• 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.

Skills

Service Desk operations

ITIL Incident & Request

ServiceNow ITSM

Customer experience

Multi-vendor coordination

Automation & AI support

Communication skills

Education

Bachelor's in IT

Tools

ServiceNow

Job description

International SOS in Kuala Lumpur seeks an IT Service Experience & Operations Lead to own the end-user experience and CSAT while coordinating incidents and requests across multiple vendors. You will drive a shift from reactive ticket handling to proactive service excellence, shaping a modern, UX-focused service desk.

The role requires 8–12 years in IT service desk/operations, a Bachelor's in IT, ITIL Foundation, and ServiceNow experience.