We are looking for a Head of Client Services Operations, Digital Workspace & CX for the Enterprise Business Group (EBG) to join the Strategic Services department to drive customer, service, and operations excellence. The Head of Client Services Operations will oversee our operations, L2/L3 technical, platform, field services, and end-user support teams across our Collab & CX, Digital Workspace Solutions (DWS), VDI solutions, and End User Managed Services. In this key role, you will be responsible for driving customer excellence, optimizing team performance, and ensuring the seamless service experience for all our users. You will also be responsible for developing and implementing strategies to improve the efficiency and effectiveness of the Operations Center.
This is a great opportunity to join our mission to inspire digital innovation through Hybrid IT and Managed Services and to improve the lives of our clients daily. If this speaks to you, join us.
Responsibilities
· Oversee the end-to-end operations of the Client Services Operations Center, including staffing and P&L, for emerging and established services in the Collab & CX, Future of Work, DWS, VDI, and EUC service areas.
· Develop, implement, and optimize customer service processes aligned with ITIL and ITSM best practices, focusing the team on service excellence, continuous improvement, and efficiency gains.
· Implement and enforce robust InfoSec policies and protocols, including managing Governance, Risk and Compliance (GRC), to protect sensitive customer data, and to maintain compliance with all relevant regulations.
· Analyze customer service data to identify trends, opportunities for improvement, and areas for cost optimization.
· Enhance productivity, ease of operations, and optimize resources using automation, Machine Learning and AI.
· Manage and implement quality assurance initiatives and client service improvement programs.
· Keep internal and external stakeholders informed with detailed and accurate reports or presentations.
· Achieve and maintain compliance with ISO/ICE standard certifications and other relevant certifications.
· Develop and maintain strong relationships with key internal stakeholders, including StarHub L1/L1.5 call centre support teams (COps), and Cybersecurity Operations, Voice & Network Operations, and regional subsidiaries.
· Own the outcome. Drive customer excellence and team performance to reach business outcomes and to support ambitious growth goals.
Qualifications
· Bachelor’s degree in IT / Engineering / Business administration, or a related field, or diploma with equivalent experience.
· 10+ years of experience in a leadership role in a customer service environment.
· Industry experience in one of the following: telecoms, cloud management, infrastructure managed services
· Experience with customer service operations in a regulated (e.g., telecom) environment is a plus.
· Holds CISM, ITIL, PRINCE2 or other relevant certifications.
· Track record in developing and implementing strategies to improve customer service.
· High degree of self-initiative, along with a "roll-up-your-sleeves can-do" attitude.
· Technical background will be a plus.
*We regret that only shortlisted candidates will be notified
