We are seeking a seasoned Service Desk Operations Lead to take end-to-end accountability for the Total Customer Experience across Service Desk operations. As the Single Point of Contact (SPOC) for one or more client accounts, you will be responsible for ensuring that service delivery meets all contractual obligations, performance targets, and customer expectations as defined in the Statement of Work (SOW) and Service Level Agreements (SLAs).
In this role, you will lead large service desk teams, oversee financial and operational performance, manage escalations, and drive continuous improvement in line with business and customer objectives. You'll work cross-functionally to deliver IT service excellence, enforce compliance, and foster strong stakeholder relationships.
Key Responsibilities:
- Own overall service delivery and customer experience for assigned account(s)
- Lead and manage large-scale Service Desk teams (50+ agents)
- Act as SPOC for clients, ensuring clear communication and seamless coordination
- Ensure adherence to SLAs, process compliance, and policy standards
- Track and manage financial performance including cost recovery
- Oversee technology vendor and service provider relationships
- Drive innovation and process improvements across the service desk function
- Manage escalations, audits, disaster recovery, and security controls
- Provide timely and accurate operational reporting (weekly/monthly)
- Maintain documentation, standards, knowledgebase, and procedures
- Coach and guide team members to drive development and performance
Candidate Profile:
- We are looking for a hands-on, analytical leader with strong business acumen and a proven track record in managing large-scale service desk operations.
- should have:
- Minimum 10 years of hands-on experience managing Service Desk operations
- At least 5 years in people/operations/client management roles in a Service Desk or Call Center environment
- Demonstrated success leading teams of 50+ agents and multiple supervisors
- Strong leadership and team development capabilities
- Excellent communication, influencing, and stakeholder management skills
- Proficient in MS Word, Excel, and PowerPoint for reporting and analysis
- Experience in financial planning, budgeting, and cost tracking
- Ability to manage escalations, problem resolution, and process improvements
- In-depth knowledge of ITIL frameworks, corporate policies, and service governance
- Strong analytical, planning, and negotiation skills
- Proven ability to build customer trust and act as a trusted advisor
- Demonstrated commitment to policy compliance, ethical standards, and continuous service delivery improvement
- A mindset for innovation, open to adopting new technologies and ideas
If you are interested in this position, please click "Apply Now" and we will review your qualifications & reach out to you for further discussion & next steps. Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days, please accept this as notification that you have not been shortlisted.
Morgan Mckinley Pte Ltd
Name: Kanya Kothandaraman
EA Licence No: 11C5502
Registration No: EAP Registration No: R1331365
