Job Title: IT Service Desk Delivery Manager (C3B )

Shift: Night shift

Work Set-up: Full on-site in Taguig

Salary range: 150K- 190K

Headcount: 1

QUALIFICATIONS:

• Candidate should have a minimum of 17+ yrs. experience

• Should have Global Service Desk domain experience managing a team of 200+ FTE across multiple geos

• Comfortable with working on night shifts as per business requirement

• Knowledge on Service Desk metrics, SLA’s & KPI’s

• Experience in performing client client-facing role and maintaining high level of customer satisfaction

• Exposure to project financial management, top line, bottom line, margins, levers to improve margins

• Excellent communication around issues and opportunities - get things done, make things happen

• Should have knowledge on Transformation & Identifying Service Improvement opportunities & current market trends

• Strong Customer Service, Project Management, Resource planning and Quality control skills

• Should possess Forward planning, Decision-making, Strategic thinking skills

• Should be an effective leader with ability to motivate team , delegate responsibilities and problem-solving skills

• Should have led relationships at vendor management and executive level

• Preferred experience in Retail store support Service Desk operations

Responsibilities:

• Acting as the bridge between client and operational delivery teams

• Stakeholder Management - Collaborating with Client & Internal senior leaders on account management and growth

• Service Reporting and sponsoring service delivery meetings

• Report daily, weekly & monthly service delivery performance to internal and client stakeholders

• Should be amenable to work onsite in Taguig

• Must not be a job hopper who only works for less than a year per company

• Not a current or former employee of the TCS

PRE-SCREENING QUESTIONS:

1. How many years of experience do you have in IT Service Desk Delivery Management?

2. How many years of Global Service Desk domain experience managing a team of 200+ FTE across multiple geos?

3. Do you have experience in Retail store support for Service Desk operations?

4. What tools and platforms have you used in the Service Desk Delivery function?

5. How much is your last drawn salary?

6. How much is your salary expectation?

7. Are you amenable to working onsite in Taguig?

8. Do you have your TOR and Diploma?

9. When can you start once hired?