Global Service Desk & TAC Experience Lead

Tech Mahindra; Quezon City; On-site; PHP 1,800,000 - 2,600,000; Full time

Benefits offered by this job

Growth opportunities

Training programs

Inclusive culture

Health coverage

Refer-a-friend rewards

HMO benefit

Leave credits

Job summary

Tech Mahindra Philippines is seeking a Global Service Desk & TAC Experience Lead to shape the end-to-end service experience across global teams and locations, delivering measurable improvements in employee and client satisfaction.

You will partner with HR, operations, and wellness stakeholders to implement governance, reporting, and scalable programs that strengthen inclusion, engagement, and service culture across sites.

Qualifications

• Bachelor’s degree or higher in Business, HR, Psychology, Communications, or related field; postgraduate advantage.
• Experience leading employee or client experience, wellness, CSR, engagement, or communications programs across multiple sites.
• Proven ability to build strategies, governance models, and measurable improvement programs, and influence senior stakeholders.

Responsibilities

• Define and govern the global Service Desk and TAC experience strategy, roadmap, and delivery plans across employee wellness, experience, client experience, community engagement, and external recognition.
• Prepare executive-ready reports showing progress, risks, and outcomes of experience initiatives.
• Coordinate wellness programs across shifts/locations with HR and approved providers.
• Monitor participation and feedback to assess programme effectiveness and identify improvements.
• Improve onboarding, engagement, recognition, and overall workplace experience.

Skills

Strategic leadership

Stakeholder management

Executive storytelling

Change management

Education

Bachelor’s degree or higher (Business/HR/PSY/Comm)

Tools

Microsoft 365

Survey tools

Reporting/Visualization tools

Job description

We’re Hiring: Global Service Desk & TAC Experience Lead

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• HMO Benefit
• Leave Credits

Your Day-to-Day

• Define and govern the global Service Desk and TAC experience strategy, roadmap, priorities, and delivery plans across employee wellness, employee experience, client experience, community engagement, and external recognition.
• Establish clear ownership, governance structures, success measures, and review cadences, using stakeholder insights and performance indicators to prioritise improvements.
• Prepare executive-ready reports that demonstrate progress, risks, outcomes, and the contribution of experience initiatives to people, client, and business objectives.
• Coordinate with the Global Wellness Lead to deliver inclusive and culturally sensitive wellness programmes across different shifts and locations.
• Partner with HR, operations, approved providers, and wellness specialists to implement preventive initiatives, awareness campaigns, and appropriate employee-support pathways.
• Monitor participation, employee feedback, and approved well-being indicators to assess programme effectiveness and identify opportunities for continuous improvement.
• Improve key employee moments across onboarding, engagement, recognition, development, communication, and workplace experience.
• Translate employee feedback and recurring experience themes into prioritised, measurable, and trackable actions with operations and enabling functions.
• Develop scalable engagement, recognition, and leader-support practices that strengthen inclusion, connection, and service culture across sites and programmes.
• Partner with delivery and account leaders to strengthen the end-to-end client experience and embed a consistent client-centric mindset across operations.
• Consolidate client feedback, identify experience themes, and coordinate improvement actions with clear ownership, governance, and follow-through.
• Support client reviews, visits, workshops, and experience showcases through transparent communication, evidence-backed success stories, and progress updates.
• Plan and govern community outreach and corporate social responsibility programmes aligned with organisational priorities.
• Coordinate with corporate CSR teams, local leaders, volunteers, and approved community partners to deliver safe, inclusive, and well-managed initiatives.
• Measure employee participation and community impact, and communicate outcomes through approved channels while protecting privacy and following company requirements.
• Own the industry awards strategy and submission pipeline across Service Desk and TAC, client experience, employee experience, wellness, innovation, and CSR categories.
• Identify credible award opportunities and lead evidence-based submissions by coordinating data, case studies, stakeholder inputs, testimonials, and approvals.
• Maintain a validated repository of achievements and leverage nominations, shortlists, and wins through approved internal and external communications.
• Lead cross-functional delivery across global and regional stakeholders, building strong partnerships with operations, enabling functions, clients, and external partners.
• Manage priorities, risks, dependencies, budgets, vendors, and escalations to maintain alignment, accountability, and delivery quality.
• Guide contributors and project leads by setting clear expectations and promoting collaboration, inclusion, continuous improvement, and sustained business impact.

What We’re Looking For

• Bachelor’s degree in Business Management, Human Resources, Psychology, Communications, Marketing, Service Management, or a related field; a relevant postgraduate qualification is an advantage.
• Managerial experience leading employee or client experience, wellness, engagement, CSR, communications, or service-improvement programmes in a multi-site IT services, Service Desk, BPO, or high-volume service environment is required.
• Proven ability to build strategies, governance models, and measurable improvement programmes, as well as 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.
• Working knowledge of employee listening, experience measurement, programme evaluation, change management, and risk management.
• Proficiency in Microsoft 365, collaboration platforms, survey tools, and reporting or visualisation tools.
• Photography, videography, and photo and video editing skills for corporate events, client testimonials, and social media, with knowledge of composition, lighting, audio, and brand standards.
• Experience managing industry award submissions, CSR programmes, external partnerships, events, or enterprise campaigns is an advantage.
• Strong strategic and systems-thinking capabilities.
• Employee- and client-centric mindset.
• Strong programme and portfolio management skills.
• Excellent executive communication and storytelling skills.
• Ability to influence stakeholders and collaborate effectively across functions.
• Data-informed approach to decision-making.
• Strong governance, risk awareness, and attention to detail.
• Creativity, empathy, and cultural awareness.
• Demonstrated ownership, resilience, and delivery discipline.
• Willingness to work flexibly across assigned sites and support global stakeholders across time zones, including occasional schedule adjustments, domestic or international travel, and event support based on business requirements.

Work Setup

Location: Eastwood, Quezon City

Shift: Shifting

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you.

Editing note: The posting retains the required brand sections and qualification details while improving readability, grammar, consistency, and candidate-friendly tone.