Description / Requirements

Job Title: Service Desk Manager (IT – Service Desk BPO)

Category: Service Desk / End User Services

Work set up: Amenable to work in Taguig and Pasig / 100% RTO

Work shift: Nightshift

Salary budget: Up to PHP 140,000

Experience: 10+years

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 of changes.

• Build service reports and sponsor service delivery meetings.

• Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.

• Remove all obstacles to customer satisfaction and / or financial performance.

• Communicate across organizational boundaries from all levels.

Requirements 

• College Graduate

• Experience in handling multilingual

• At least 5 years being a manager in Service Desk

• Solid experience handling BPO Service Desk accounts

• ITIL trained or certified

• Experience in handling financials (profit and loss)

• With experience handling client accounts

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.