IT Service Experience & Operations Lead 1

About The Role

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, and 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 the 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 ...