About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About the role</b></H2> </div><div><p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">The <strong>Service Experience & Operations Lead</strong> is accountable for delivering a <strong>high-quality, user-centric IT </strong>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:</span><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">End-user experience ownership, </span><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">Efficient request and incident intake, </span><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">Operational coordination across teams and vendors</span></p> <p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">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.</span></p> <p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">The position drives a shift from reactive ticket handling to proactive experience management and operational excellence, improving user satisfaction, efficiency, and service quality.</span></p> <p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">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, you’ll collaborate with multi-disciplinary, multi-cultural teams to tackle significant challenges. We welcome self-driven individuals who aspire to make a meaningful impact</span><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">.</span></p> <p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;line-height:115%;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;line-height:115%;font-family:Calibri, sans-serif">If you’re passionate about technology, and operational excellence, and driving impactful change, we invite you to apply for this exciting role!</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Responsibilities</b></H2> </div><div><p> </p> <h2><span style="font-size:10.0pt">UX & Service Desk</span></h2> <ul> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Own UX:</strong> Drive total user experience and CSAT.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Manage Channels:</strong> Govern portal, chat, phone, and virtual support.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Optimize Intake:</strong> Fix ticket logging, priority, and first-contact fixes.</span></p> </li> </ul> <h2><span style="font-size:10.0pt">Incidents & Requests</span></h2> <ul> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Fulfill Requests:</strong> Manage request catalogs, routing, and SLAs.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Fix Incidents:</strong> Fast-track critical issues and stop ticket bouncing.</span></p> </li> </ul> <h2><span style="font-size:10.0pt">Vendor Control</span></h2> <ul> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Hold Accountable:</strong> Ensure vendors meet SLAs and quality targets.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Orchestrate:</strong> Bridge gaps between vendors and internal tech teams.</span></p> </li> </ul> <h2><span style="font-size:10.0pt">AI & Strategy</span></h2> <ul> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Shift-Left:</strong> Cut ticket volumes via self-service and knowledge bases.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Deploy Tech:</strong> Launch virtual agents and smart ticket routing.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Analyze Trends:</strong> Report on metrics and flag systemic risks.</span></p> </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Requirements</b></H2> </div><div><table class="MsoNormalTable" style="margin-left:7.1pt;border-collapse:collapse" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td style="width:483.45pt;padding:1.4pt 1.4pt 0.0cm 1.4pt" valign="top"> <p style="margin:3.0pt 0.0cm;text-align:justify;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Required Work Experience</span></strong></p> </td> </tr> <tr style="height:2.6pt"> <td style="width:483.45pt;padding:1.4pt 1.4pt 0.0cm 1.4pt" valign="top"> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li> <p><span style="font-size:10.0pt"><strong>8–12 Years:</strong> IT Service Desk, Operations, or End-User Support in large enterprises.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Desk Transformation:</strong> Managed or updated digital-first, UX-focused service desks.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Vendor Control:</strong> Coordinated multi-vendor and outsourced IT setups.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Metric Success:</strong> Lifted CSAT, FCR, and SLA speeds while cutting ticket waste</span>.</p> </li> <li> <p><span style="font-size:10.0pt"><strong>Shift-Left & AI:</strong> Drove automation, self-service, and ticket-reduction plans.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Influence:</strong> Held external vendors and internal teams accountable without direct authority.</span></p> </li> </ul> <p style="margin:3.0pt 0.0cm 3.0pt 14.15pt;text-align:justify;text-indent:-14.15pt;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Required Qualifications</span></strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li> <p><span style="font-size:10.0pt"><strong>Degree:</strong> Bachelor’s in IT or related field.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>ITIL:</strong> Foundation (required); Managing Professional/Practice (preferred).</span></p> </li> <li> <p><span style="font-size:10.0pt"><strong>ServiceNow:</strong> ITSM, CSM, or Virtual Agent certs (preferred).</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>CX & Service:</strong> Customer Experience or Service Management certs (plus).</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Automation:</strong> RPA or AIOps fundamentals exposure (plus).</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Data:</strong> Training in data analysis and performance reporting (preferred).</span></p> </li> </ul> </td> </tr> </tbody> </table> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Skills Required</b></H2> </div><div><table class="MsoNormalTable" style="margin-left:7.1pt;border-collapse:collapse" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr style="height:21.95pt"> <td style="width:483.45pt;padding:1.4pt 1.4pt 0.0cm 1.4pt" valign="bottom"> <p style="margin:3.0pt 0.0cm 3.0pt 14.15pt;text-align:justify;text-indent:-14.15pt;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Required Skills and Knowledge</span></strong></p> </td> </tr> <tr> <td style="width:483.45pt;padding:1.4pt 1.4pt 0.0cm 1.4pt" valign="top"> <ul style="margin-bottom:0.0cm;margin-top:0.0px" type="disc"> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Strong knowledge of modern Service Desk and end-user support operations.</span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Understanding of ITIL Incident and Request Management processes.</span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Experience with ServiceNow or equivalent ITSM platforms.</span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Strong focus on customer experience and user-centric service delivery.</span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Understanding of multi-vendor environments and operational coordination.</span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Familiarity with automation, self-service, and AI-enabled support.</span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Strong communication and stakeholder management skills.</span></li> </ul> </td> </tr> </tbody> </table> <p> </p></div></div></div>