Operations Lead

DXC TECHNOLOGY SERVICES SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

DXC Technology Services Singapore Pte. Ltd. is seeking an Operations Lead responsible for the total customer experience across the Service Desk, ensuring services align with the SOW and meet SLA commitments.

You will act as the Single Point of Contact for accounts, driving high-quality delivery and cost-effective solutions. You will oversee financial management, guide staff on priorities and policies, and collaborate with customers and partners to ensure business objectives are met.

Qualifications

• Experience leading large service desk or call centre operations.
• Proven ability to manage multiple stakeholders and budgets.
• Strong problem solving and decision making in fast paced environments.

Responsibilities

• Financial and cost tracking for service delivery.
• Lead and mentor supervisors and IT staff to meet goals.
• SLA management and customer satisfaction oversight.
• Coordinate with vendors and account teams as SPOC.
• Develop and implement improvements to IT service delivery.
• Create and maintain procedures and knowledge base.

Skills

Leadership

Analytical skills

Communication skills

Negotiation

People management

Team player

Tools

MS Word

MS Excel

PowerPoint

Job description

Job Description:

The Operation Lead have overall accountability for the Total Customer Experience for services delivered by the Service Desk and are accountable for ensuring that the services delivered to the Customer are in accordance to the SOW.

They are the Single Point of Contact for the account(s) and are overall responsible for delivering a high quality service as set out in the SOW, meeting all SLA’s, financial management and are the first MW escalation point. The Operations lead ensures that all business solutions are achieved and are consistent with department objectives, customer requirements, and corporate goals. Advises staff on priorities, technical problems, and administrative policies and procedures. Reviews tasks and project status to ensure accurate, timely, and cost-effective completion.

Profile:

Demonstrate leadership and sound business acumen, showing consistency among principles, values and behaviour, thus building the trust and confidence of customers and business partners and following through on commitments

• Managed large Service Desk operations (minimum 50+ agents).
• Hand-on hardcore experience working and running service desk for minimum 10 years
• Compliance to all policies, procedures and ethical standards
• Influencing Others.
• Builds effective relationships with colleagues, clients, customers and business partners.
• Excellent analytical skills
• Developing Others – Builds the skills and competencies of others and guides appropriate behaviours. Creates opportunities for the development and growth of others.
• Influencing Others – Successfully builds support for ideas without the use of hierarchical power. Builds effective relationships with colleagues, clients and customers.

• Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation
• Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer

Responsibilities & Activities:

• Financial Management (Cost recovery and Tracking)
• Embracing new ideas and technologies to improve services
• Evaluating and implementing new technologies and systems that improve IT infrastructure and support theorganization's business goals.
• Communications Management (SPOC for Customer and Account team)
• Long-term planning to support the company’s goals
• Create/document new procedures
• Knowledgebase Submit/Review/Approvals
• Leading a team of Supervisors, IT professionals and providing guidance and support to ensure that they are meeting their goals and objectives.
• Ensure weekly and monthly reports are delivered in a timely manner
• Managing technology vendors and service providers to ensure that the organization's technology needs are met.
• SLA Management
• Customer Satisfaction
• Audit and Records Management
• Standards and Policies Management
• Problem Management
• Escalation Management
• Disaster Recovery Management
• Security Management
• Process Improvement & Integration
• Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

• Ideally 5 years operations/client/people management experience in Call Centre or Service Delivery or Business Management
• Need managerial and planning skills experience, as well as skills in analysis, innovation, communication and negotiation
• Proven communication skills
• Need some in-depth knowledge of corporate organization and policies
• Proven ability to be strong team player, and sound leadership skills
• Power user in MS Word, Excel and PowerPoint

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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