Location: Eastwood, Quezon City
Work Setup: Hybrid (subject to business requirements and team collaboration needs)
Schedule: Flexible to support a 24/7 global operations environment

About the Role:
We are seeking an experienced Service Desk Transformation Consultant to lead the strategic evolution of our IT service delivery. In this pivotal role, you will analyze current service desk operations, design future-state solutions, and drive the implementation of automation and AI technologies to enhance efficiency, user experience, and service value. The ideal candidate is a strategic thinker with a strong operational background and a proven track record in IT service management transformation.

Key Responsibilities:

• Assess current service desk processes, technologies, and performance metrics to identify transformation opportunities.

• Design and architect future-state service desk solutions, incorporating best practices in ITIL, automation, and AI-driven support.

• Lead the development and implementation of transformation roadmaps, including automation (RPA, scripting) and AI (GenAI, NLP) initiatives.

• Collaborate with cross-functional teams (IT, Operations, Client Services) to ensure alignment and successful change management.

• Develop business cases, solution designs, and presentations for stakeholders at all levels.

• Provide consulting expertise during presales/solutioning phases for new or expanding accounts.

• Define KPIs and reporting structures to measure the impact of transformation initiatives.

Qualifications & Experience:

• Required:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field.

  • Minimum of 6-8 years of hands-on experience within an IT Service Desk environment, with at least 3 years focused on transformation, solutions design, or continuous improvement.

  • Proven experience as a consultant or in a lead role designing and implementing service desk improvements and automation solutions.

  • Solid understanding of IT Service Management (ITSM) frameworks, particularly ITIL.

  • Experience working within a BPO or global shared services environment is essential.

  • Important Note: Due to specific client contractual requirements and current team composition, this particular role requires a female candidate. We appreciate the interest of all applicants.

• Preferred:

  • Direct experience with Generative AI (GenAI), Machine Learning (ML), and Natural Language Processing (NLP) applications in a service desk context.

  • Prior presales, solutioning, or bid management experience.

  • Strong ability to translate complex technical concepts for non-technical stakeholders.

  • Relevant certifications (e.g., ITIL 4, PMP, COBIT, or relevant AI/ML certifications).

What We Offer:

• A competitive compensation and benefits package.

• A hybrid work model providing flexibility.

• The opportunity to lead high-impact transformation projects for global clients.

• A collaborative and innovative work environment.

• Professional development and career growth opportunities.

Ready to transform the future of IT service? Apply now with your updated CV.