Service Delivery & Customer Experience Lead

Logicalis Asia Pacific; Singapore; Sur place; SGD 140 000 - 180 000; Plein temps

Résumé du poste

Logicalis Asia Pacific is expanding its Singapore team to lead Customer Support operations, driving SLA delivery for shared services and premium dedicated teams, and elevating customer happiness with service-excellence experiences.

You will champion end-to-end support processes, manage the team, pursue ISO-related certifications, and continuously improve metrics, enabling scalable, high-quality service for enterprise customers in Singapore.

Qualifications

• Excellent verbally and written communication in English.
• Bachelor’s Degree in Engineering, Computer Science, Business, or a related field.
• ITIL Foundation v3, v4 or higher.
• Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc.).
• High level of technical competency and acumen.
• Able to multitask and manage time effectively.
• Expert in documentation and reporting deliverables.
• 5 years of relevant service delivery experience.
• Proven track record creating new processes and governance for operational excellence.
• Experience with escalation and customer expectation management.

Responsabilités

• Achieve committed SLAs and CSAT/NPS targets.
• Own the Customer Support process and lead a team of support professionals.
• Maintain and improve case management practices and SLAs.
• Oversee day-to-day customer support operations and team direction.
• Work toward Service Desk or ISO related Certifications.
• Develop and maintain a well-organised team aligned with business objectives.
• Analyse, report on support metrics and business impact.
• Own escalation handling and track resolution performance.
• Communicate technical issues internally and externally; maintain internal docs.
• Ensure consistent service delivery and drive continuous improvement.

Connaissances

Customer focus

Self-motivated

Collaboration

Operational processes

Governance metrics

High-priority incidents

Resilience under pressure

Customer management

Analytics

Formation

Engineering/CS degree

ITIL Foundation

Outils

ServiceNow

Remedy

Atlassian

Description du poste

Logicalis Asia Pacific is expanding its Singapore team to lead Customer Support operations, driving SLA delivery for shared services and premium dedicated teams, and elevating customer happiness with service-excellence experiences.

You will champion end-to-end support processes, manage the team, pursue ISO-related certifications, and continuously improve metrics, enabling scalable, high-quality service for enterprise customers in Singapore.