IT Service Experience & Operations Lead 1

The Service Experience & Operations Lead is accountable for delivering a high-quality user-centric IT support experience while ensuring effective coordination of incidents and service requests across a multi-vendor ecosystem. This role transforms the traditional Service Desk into a modern intelligence-driven function combining:End-user experience ownership Efficient request and incident intake Operational coordination across teams and vendors

Operating without a dedicated SIAM (Service Integration & Management) function the role acts as the front door to IT and coordination layer ensuring seamless routing rapid resolution and clear communication across the service landscape.

The position drives a shift from reactive ticket handling to proactive experience management and operational excellence improving user satisfaction efficiency and service quality.

At International SOS our mission is to safeguard the global workforce against health and security risks while delivering specialized medical services to our clients. Headquartered in Singapore we are a high-growth fast-paced organization. Our culture thrives on entrepreneurship fuelled by a strong sense of purpose: saving lives and protecting people every day. We empower our staff fostering an energetic and challenging work environment that encourages individual growth. As part of our global outlook youll collaborate with multi-disciplinary multi-cultural teams to tackle significant challenges. We welcome self-driven individuals who aspire to make a meaningful impact.

If youre passionate about technology and operational excellence and driving impactful change we invite you to apply for this exciting role!

• Own UX: Drive total user experience and CSAT.

• Manage Channels: Govern portal chat phone and virtual support.

• Optimize Intake: Fix ticket logging priority and first-contact fixes.

• Fulfill Requests: Manage request catalogs routing and SLAs.

• Fix Incidents: Fast-track critical issues and stop ticket bouncing.

• Hold Accountable: Ensure vendors meet SLAs and quality targets.

• Orchestrate: Bridge gaps between vendors and internal tech teams.

• Shift-Left: Cut ticket volumes via self-service and knowledge bases.

• Deploy Tech: Launch virtual agents and smart ticket routing.

• Analyze Trends: Report on metrics and flag systemic risks.