Service Desk Operations Lead - CX & SLA Champion

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

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.