Service Excellence Manager

About the Role

At OnDemand, our teachers and staff exist to do one thing well: help students and customers succeed. Every minute they spend coaxing a laptop back to life or waiting on a password reset is a minute taken from that work. Your job is to give those minutes back. You’ll lead our 8-person front-line IT team. Think of it as the hotel concierge desk of our company: calm, quick, and a step ahead. We want you to bring AI into that team, not to replace good people, but so eight people can deliver the standard of a team twice their size, at a cost the CFO will smile about.

What You’ll Drive

• Service Operations & Escalation Management: Lead, coach, and schedule an 8-person Service Desk and Desktop Support team across hotline, chat, walk-in, and on-site channels. Own full-lifecycle Incident, Request, and Access Management (Joiner, Mover, Leaver processes) with strict SLA attainment and clear escalation paths. Execute rapid 'service recovery' during critical outages.
• Long-Term Team Integration: Transition and integrate Jaidee’s team into the Service Excellence structure in the long term, creating a unified, end-to-end service delivery model.
• Scope of Coverage & BU Breakdown: Ensure high-availability support and device readiness across 1,200 Users and 1,500 Devices spanning 3 core Business Units: Academic Operations (School & Campus Branches): ~700 Users / ~900 Devices (Classroom AV, Teaching Laptops, Tablets, Branch Infrastructure). Corporate & Back Office: ~300 Users / ~400 Devices (M365/Google Workspace, Enterprise Applications, Administrative Hardware). Digital & Online Learning: ~200 Users / ~200 Devices (Content Production Tools, Developer Workstations, Specialized Cloud Access).
• Monthly BU Service Reporting & Stakeholder Reviews: Prepare and deliver monthly BU Service Reports detailing SLA performance, Ticket Volume, CSAT, Root Cause Analyses (RCA), and asset replacement schedules. Conduct monthly review sessions with BU Heads to address recurring pain points and align on upcoming needs.
• AI & Service Automation: Deploy and optimize AI capabilities (AI agents in self-service portals, ticket triage/classification, automated resolution workflows, and auto-updating Knowledge Base). Train and mentor the team to use AI as a daily co-pilot while tracking service improvement and cost efficiency.
• Readiness & Asset Lifecycle Management: Guarantee 100% device readiness prior to the start of each academic term and for every new hire's day one. Oversee inventory management, OS imaging, MDM enrollment, hardware repairs, warranty management, and secure asset disposal.
• Cost & Continuous Improvement: Analyze ticket metrics to identify top 10 recurring issues and systematically eliminate them through automation, training, or root-cause fixes. Manage cost-per-ticket and total cost of ownership (TCO) for end-user computing assets.

What You'll Bring

• Experience 6–8 years in IT support or end-user computing services, with at least 3 years in a managerial role leading a Service Desk team of 5+ members. Experience expanding or integrating multi-disciplinary teams is highly preferred.
• Demonstrated expertise in modern ITSM tools (e.g., Jira Service Management, ServiceNow, Freshservice), SLA/KPI management, and Knowledge Management methodologies (KCS).
• Solid working knowledge of Microsoft 365, Google Workspace, Windows, macOS, MDM platforms, basic networking/Wi-Fi, and classroom/office AV systems.
• Hands-on experience implementing AI tools (virtual agents, Copilot, ChatGPT/Claude integrations, or ITSM AI features) that yield measurable efficiency improvements.
• Ability to interpret service data, construct simple cost-benefit analyses, and optimize cost-per-ticket while maintaining high quality standards.
• Understanding of PDPA requirements, data privacy guardrails, and secure data handling procedures when deploying AI technologies.
• Excellent cross-functional stakeholder management skills, strong empathy for end-users, and leadership capability to mentor Tier 1 and Tier 2 specialists. Strong command of Thai and English (written and spoken).
• Bachelor’s degree in Computer Science, IT, or related fields. ITIL 4, HDI, Copilot/AI, or PMP certifications are an advantage.

Core & Leadership Skills

• Customer & Service Centricity (Level 4)
• Ownership & Results (Level 4)
• Collaboration & Stakeholder Management (Level 4)
• Data-Driven Mindset (Level 4)
• Integrity, Safety & Compliance / PDPA (Level 4)
• Leading & Developing People (Level 4)
• Driving Change & Execution (Level 4)

Technical & Functional Mastery

• IT Service Management & End-User Computing (Level 4)
• AI & Automation for Service Operations (Level 3)
• Service Cost & Value Management (Level 3)