Service Desk Lead - Customer Experience & SLA Champion

DXC TECHNOLOGY SERVICES SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

DXC Technology Services Singapore Pte. Ltd. is seeking a Service Desk Team Lead to oversee the total customer experience for services delivered by the Service Desk.

You will be the SPOC for the account and ensure high-quality service aligned with the SOW, SLAs, and budget, while guiding supervisors and IT professionals toward shared goals. The role requires 5+ years in operations and people management within a call centre or service delivery environment, plus strong communication, analytical,

Qualifications

• 5+ years in operations or people management in call centre or service delivery.
• Strong communication and negotiation skills.
• Ability to influence and build trusted advisor relationships.
• Experience with budgeting or cost recovery.

Responsibilities

• Financial Management (Cost recovery and Tracking)
• Long-term planning to support the company's goals
• Embracing new ideas and technologies to improve services
• Evaluating and implementing new technologies and systems that improve IT infrastructure and support the organization's business goals
• Communications Management (SPOC for Customer and Account team)
• 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

Skills

Leadership

People management

Communication skills

Analytical skills

Stakeholder management

Strategic planning

Problem solving

Influencing Others

Team building

Tools

MS Word

Excel

PowerPoint

Job description

DXC Technology Services Singapore Pte. Ltd. is seeking a Service Desk Team Lead to oversee the total customer experience for services delivered by the Service Desk.

You will be the SPOC for the account and ensure high-quality service aligned with the SOW, SLAs, and budget, while guiding supervisors and IT professionals toward shared goals. The role requires 5+ years in operations and people management within a call centre or service delivery environment, plus strong communication, analytical,