Job Title: Service Desk Manager Delivery

Category: Leadership and Management Roles

Work location: Taguig, Hybrid

Work shift: Mid Shift/Graveyard Shift

Salary: PHP 80,000 to PHP 90,000

Employment Type: Full Time

No. of openings: 2

Position Description:

Job Summary

• The role of the Service Delivery Manager (SDM) is responsible for co-coordinating the delivery of services for key clients. The SDM plays a vital role in creating long-term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.

Job Responsibilities:

• Build a good relationship with key client staff.

• Successful service delivery through SLA achievement and high CSAP/OSAP scores.

• Monitor end-to-end performance of services

• Communicate effectively around issues and opportunities.

• Collaborate with senior management on client account management and growth.

• Ensure operations teams are aware and prepared for changes.

• Build service reports and sponsor service delivery meetings.

• Pull in additional resources when needed such as SME teams or people for specific

People Management

You are expected to exercise your discretion when enforcing the company policies keeping the bigger company objectives in mind.

You are accountable and responsible in hiring new members ensuring that they fit the company’s core values. You are also responsible in imposing the disciplinary sanctions and ultimately managing out members as needed.

You are expected to fully participate in business improvement or development activities that the company initiates.

You are expected to uphold the company values in your actions, and is committed to building loyalty amongst colleagues.

a) Familiarize yourself with and understand company benefits, including SPP and PPP.

i. Reviewing and approving weekly timesheets for all team members in accordance with relevant deadlines.

ii. Reviewing and approving expense claims for all team members, ensuring submissions are accurate and comply with relevant company policy..

soft Skills Target:

Demonstrate an appropriate level of the following CGI values through the following:

• Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality

• Intrapreneurship and Sharing – collaborate with team members in exhibiting ownership through extending and taking up responsibilities above and beyond the documented TOR if needed, as well as fostering a positive work environment

• Respect –professionalism and proper decorum in all official interactions and functions

• Financial Strength – ensure that 100% of timesheets are submitted timely and accurately and any relevant leaves are accurately reported.

• Objectivity and Integrity.

EDUCATION, SKILLS TRAINING AND EXPERIENCE

Education

• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field.

Knowledge and Skills

• Proficient in written and verbal communication in the English language.

• Keen attention to detail.

• Proficient computer and technical skills.

• Solid analytical and problem-solving skills.

• Good process mapping ability.

• Proactive, service minded and able to multi-task.

• Good interpersonal skills (empathy, verbal dexterity, etc.)

Experience

• Previous IT Support / IT Service Desk experience.

Others

• Willingness to work in shifts.

• Must be flexible with the ability to adapt to changes quickly and think conceptually