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