UX-Driven IT Service Experience & Operations Lead

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

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.