We are the Global Shared Services Centre for a major client RGE (Royal Golden Eagle), one of the world’s largest resource-based manufacturing groups with diversified business in Pulp and Paper, Palm Oil (upstream & downstream), Viscose Fiber, FMCG, Energy, and other business segments. As Head of End User Support – South East Asia, you will lead the entire end-user computing and support function across all SEA operating locations, ensuring a seamless, high-quality, and customer-centric IT experience for approximately thousands of end users spanning corporate offices, manufacturing plants, mills, plantations, and distribution centres.
This is a customer-facing leadership role focused exclusively on end-user services — encompassing End User Computing such as desktop, laptop, thin client, Citrix, RDS, inclusive other workplace technology, digital workplace enablement, meeting rooms & video conferencing, onsite / field support, and service desk operations.
Key Responsibilities
- Lead and manage the end-to-end End User Support (EUS) function across all SEA countries, covering End User Computing such as desktop, laptop, thin client, Citrix, RDS, other workplace technology, digital workplace enablement, meeting rooms and video conferencing, and service desk.
- Drive the standardization of End User Computing technology, setup/configuration for different user persona.
- Manage end-user device lifecycle including procurement, imaging, deployment, asset tracking, refresh cycles, and secure disposal of desktops, laptops, mobile devices, printers, and peripherals.
- Conduct regular user satisfaction surveys (CSAT / NPS), analyse feedback trends, and implement continuous improvement actions to enhance the end-user experience.
- Establish and enforce service level agreements (SLAs) and operational level agreements (OLAs) for incident resolution, service request fulfilment, and user satisfaction metrics across all SEA locations.
- Oversee the IT Service Desk (multi-channel: phone, email, chat, self-service portal) ensuring consistent, professional, and responsive support delivery aligned with ITIL best practices.
- Drive a ‘shift-left’ strategy to increase first-call resolution (FCR) rates, reduce ticket escalations, and empower users through self-service capabilities, knowledge bases, and AI-assisted support tools.
- Serve as the primary IT point of contact for business stakeholders across SEA, building strong relationships with country heads, functional leaders, and site managers to understand their IT needs and pain points.
- Support the rollout and change management of new digital workplace initiatives including cloud-based desktops, mobile device management (Intune / MDM), and modern workplace solutions.
- Identify and champion automation opportunities within EUS operations, including chatbots, automated provisioning, self-healing scripts, and RPA for repetitive support tasks.
- Manage the EUS operational budget for the SEA region, optimising costs while maintaining service quality, and tracking expenditure against approved plans.
Qualifications & Requirements
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; Master’s degree is an advantage.
- Minimum 15 years of IT experience with at least 10 years leading end-user support, service desk, or IT operations functions at a regional or multi-country level.
- Proven track record of managing large-scale EUS operations (1,000+ users) across multiple countries with diverse site types (corporate, manufacturing, remote / rural).
- Strong ITIL knowledge with practical experience implementing and managing ITIL-based service management processes; ITIL v4 Managing Professional or above preferred.
- Experience managing ITSM platforms for ticketing, SLA tracking, and reporting.
- Excellent stakeholder management, communication, and presentation skills with the ability to engage at all levels from shop-floor users to C-suite executives.
- Willingness to travel regularly across SEA operating locations (approximately 30–40% travel).