Global Service Desk & Experience Strategist

Tech Mahindra; Quezon City; Hybride; PHP 1 200 000 - 2 000 000; Plein temps

Avantages offerts par ce poste

Health coverage

HMO Benefit

Leave credits

Growth and career paths

Referral rewards

Résumé du poste

Tech Mahindra Philippines is seeking a Global Service Desk & TAC Experience Lead to shape and govern a world-class service experience across wellness, employee, and client journeys. You will drive governance, reporting, and stakeholder alignment across multiple sites and time zones.

You will partner with HR, operations, and external providers to implement wellness initiatives, measure impact, and continuously improve engagement, recognition, and client-centric service culture.

Qualifications

• Bachelor’s degree in a related field; postgraduate qualification is an advantage.
• Managerial experience leading employee or client experience, wellness, CSR, communications, or service-improvement programmes in multi-site IT services or BPO is required.
• Proven ability to influence senior stakeholders and cross-functional teams across regions.
• Strong writing and storytelling skills for executive presentations, case studies, award submissions, and client-ready materials.
• Knowledge of employee listening, experience measurement, programme evaluation, change management, and risk management.

Responsabilités

• Define and govern the global Service Desk and TAC experience strategy, roadmap, and delivery plans across wellness, employee experience, client experience, and community engagement.
• Establish governance structures, success metrics, and review cadences using insights and performance indicators.
• Prepare executive-ready reports showing progress, risks, outcomes, and impact on people and client objectives.
• Coordinate wellness programmes across shifts and locations with the Global Wellness Lead.
• Collaborate with HR, operations, and providers to implement preventive initiatives and awareness campaigns.
• Monitor participation and feedback to assess programme effectiveness and drive improvements.
• Lead engagement, recognition, and leader-support practices to strengthen inclusion and culture across sites.
• Translate feedback into prioritized, measurable actions with operations and enabling functions.

Connaissances

Executive communication

Stakeholder influence

Leadership experience

Data-driven decisions

Programme governance

Formation

Bachelor's degree

Postgraduate qualification

Outils

Microsoft 365

Survey tools

Reporting/visualisation tools

Description du poste

Tech Mahindra Philippines is seeking a Global Service Desk & TAC Experience Lead to shape and govern a world-class service experience across wellness, employee, and client journeys. You will drive governance, reporting, and stakeholder alignment across multiple sites and time zones.

You will partner with HR, operations, and external providers to implement wellness initiatives, measure impact, and continuously improve engagement, recognition, and client-centric service culture.