Head of End User Services (Large-Scale Shared Services)

A leadership role responsible for managing a nationwide team of Field Service Leads and Engineers in Malaysia. The Head of End User Services will oversee field service operations, ensure SLA targets are met, manage IT assets, coordinate vendors, and drive operational efficiency while maintaining customer satisfaction. This position requires strong leadership, technical expertise, and the ability to balance multiple priorities effectively.

Key Skills: Leadership and team management, Field service operations expertise, Vendor management, IT asset tracking and financial accuracy, Strong communication and interpersonal skills, Customer-focused mindset

What you'll do:

• Field Service Operations: Manage regional leads, tickets, projects, service requests, staff performance, and vendor relationships to ensure timely resolution and SLA compliance.
• Asset Tracking: Ensure IT assets at branches are updated in the asset register and disposed assets follow proper procedures.
• Financial Management: Maintain billing accuracy and provide monthly IMAC listings for accurate project updates.
• Customer Satisfaction: Drive internal customer survey results and ensure critical IT services meet agreed timelines.
• Team Development: Enhance team knowledge and competency through effective leadership and engagement.

What you bring:

• A degree or advanced diploma in Computer Science/Information Technology.
• 10 years of proven experience managing large teams in a complex organization with high transaction volumes.
• Expertise in field service operations on a large scale.
• Strong leadership, presentation, interpersonal, verbal, and written communication skills.
• Ability to work independently, manage service providers effectively, and prioritize tasks under pressure.

What sets this company apart:

Join a leading player in the shared services industry, known for its commitment to excellence and continuous growth. This client offers a dynamic and innovative work environment, with a focus on employee development and career advancement. Their shared services division drives efficiency and effectiveness across various functions, providing high-quality support to internal stakeholders. Work with a diverse and talented team, contributing to the company's success through your skills and expertise. If you are motivated and passionate about making a difference, apply now to be part of this organization that values its employees and fosters a culture of innovation and collaboration.

What's next:

Ready for a career that skyrockets your professional development? Apply now!

Apply today by sending your latest CV to Eugene.Lim@robertwalters.com.my !

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C