Service Desk Operations Lead: Elite Customer Experience

DXC Technology Company; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

DXC Technology is seeking an Operation Lead who will own the Total Customer Experience for Service Desk services. The role acts as the Single Point of Contact for accounts and ensures SLA adherence, financial oversight, and timely project execution.

You’ll guide a team of supervisors and IT professionals, coordinating with vendors to meet organizational goals. The ideal candidate has proven leadership, analytical skills, and experience managing large service desk operations, with a track record

Qualifications

• 5+ years of operations/client/people management experience in a service delivery or call centre environment.
• Strong leadership and planning skills with the ability to influence without authority.
• Excellent communication and negotiation skills; able to build trusted advisor relationships.

Responsibilities

• Own end-to-end operation and Total Customer Experience for Service Desk services.
• Serve as Single Point of Contact for accounts and ensure SLA compliance and financial management.
• Lead and develop Supervisors and IT professionals; drive weekly/monthly reporting.
• Coordinate with vendors/service providers to meet IT infrastructure and business goals.

Skills

People management

Leadership

Communication

Analytical skills

SPOC / Stakeholder management

SLA management

Vendor & contract management

Tools

MS Word

MS Excel

PowerPoint

Job description

DXC Technology is seeking an Operation Lead who will own the Total Customer Experience for Service Desk services. The role acts as the Single Point of Contact for accounts and ensures SLA adherence, financial oversight, and timely project execution.

You’ll guide a team of supervisors and IT professionals, coordinating with vendors to meet organizational goals. The ideal candidate has proven leadership, analytical skills, and experience managing large service desk operations, with a track record