Global Service Desk & Experience Lead

Mahindra Satyam; Philippines; On-site; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Career growth

Learning & development

Inclusive culture

Health coverage

Referral rewards

HMO benefit

Leave credits

Job summary

Tech Mahindra Philippines is hiring a Global Service Desk & TAC Experience Lead to steer the end-to-end service and client experience strategy across multiple sites. You will define governance, ownership, and success metrics, produce executive reports, and partner with HR, operations, and wellness teams to deliver inclusive programs.

The role requires strong stakeholder influence, storytelling, and data-driven decision making, with flexibility across time zones and travel as needed.

Qualifications

• Bachelor’s degree in a related field is required or equivalent experience.
• Proven experience leading employee or client experience, wellness, CSR, or engagement programs.
• Ability to influence senior stakeholders and lead cross-functional teams across regions.

Responsibilities

• Define and govern global Service Desk and TAC experience strategy and delivery plans.
• Establish ownership, governance, success metrics, and review cadences.
• Prepare executive-ready reports on progress, risks, and outcomes.
• Collaborate with HR, operations, vendors, and wellness teams on initiatives.
• Monitor participation and feedback to drive continuous improvement.
• Lead cross-functional delivery and align client experience with operations.

Skills

Stakeholder management

Executive storytelling

Program/project management

Employee experience

Change management

Governance

Data-driven decision making

Cross-functional collaboration

Education

Bachelor's degree in Business Management, HR, Psychology, Communications, Marketing, Service Management, or related field

Tools

Microsoft 365

Collaboration platforms

Survey tools

Reporting/visualisation tools

Job description

Tech Mahindra Philippines is hiring a Global Service Desk & TAC Experience Lead to steer the end-to-end service and client experience strategy across multiple sites. You will define governance, ownership, and success metrics, produce executive reports, and partner with HR, operations, and wellness teams to deliver inclusive programs.

The role requires strong stakeholder influence, storytelling, and data-driven decision making, with flexibility across time zones and travel as needed.