Job Title : Service Desk Transformation Consultant

Job Description

We are looking for an experienced Service Desk Transformation Consultant to drive transformation initiatives for IT Service Desk operations. The ideal candidate will have strong expertise in Service Desk transformation, consulting, automation, and solution design, with the ability to collaborate across teams and leverage emerging AI technologies to improve service delivery.

Location: Eastwood, Quezon City
Work Setup: Hybrid
Work Shift: Flexible 

Key Responsibilities

• Lead Service Desk transformation initiatives and identify opportunities to improve operational efficiency.

• Design and implement innovative Service Desk solutions and automation strategies.

• Collaborate with operations, delivery, and technology teams to drive continuous process improvements.

• Support consulting and solutioning activities for Service Desk accounts.

• Leverage AI technologies, including Generative AI, Machine Learning, and Natural Language Processing, to optimize service delivery.

• Analyze business requirements and recommend technology-driven solutions.

• Work closely with stakeholders to communicate technical concepts and transformation strategies.

• Participate in presales and solution design activities when required.

• Ensure alignment with organizational goals, client expectations, and industry best practices.

Required Qualifications

• Bachelor's Degree, preferably in Information Technology, Computer Science, or a related field.

• 6–8 years of experience in IT Service Desk operations.

• Proven experience in Service Desk Transformation, consulting, and solution design.

• Hands-on experience with automation initiatives within Service Desk environments.

• Experience working in a BPO environment is mandatory.

• Knowledge of Generative AI (GenAI), Machine Learning (ML), Natural Language Processing (NLP), and AI frameworks is preferred.

• Excellent communication, stakeholder management, and problem-solving skills.

• Ability to work in a hybrid setup and flexible 24/7 schedule.

Important Notes

• Former Tech Mahindra employees (direct or third-party) are not eligible to apply.

• Only female candidates will be considered for this position.