Head of End User Services

Grow your career with us

Here at Averis, our common purpose is to improve lives by developing resources sustainably. Our people are crucial in helping us to realise our vision to be one of the best Global Business Solution (GBS) organization to support our customers in creating value for the Community, Country, Climate, Customer and Company.

Responsibilities:

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.

You are on a journey to join an exciting Company and be part of our success story. Here we will equip you with the know-how and experience that will define your growth. In this role that you are about to embark on, you are required to carry out the following 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.

To be successful in this role, it is recommended that you should have the following skills and qualifications:
• A degree in the related job field.
• At least 8 years or more working exposure or experience in a similar role.
• Willing to relocate to the job location. 

When you send us your resume and personal details, it is deemed you have provided your consent for us to keep or store your information in our database. All the information you have provided is only used for the recruitment process. Averis will only collect, use, process or disclose personal information where and when allowed to under applicable laws.
Only shortlisted candidates will be contacted for an interview. We endeavour to respond to every applicant. However, if you receive no response from us within 60 days, please consider your application for this specific position unsuccessful. We may contact you in the future if there are opportunities that match your qualifications and experience. Thank you for considering a career with Averis.