Service Desk Director Delivery

Job Title: Director Delivery Consulting (Service Desk)/ Service Desk Director Delivery
Job Category: Senior Management
Job Type: Permanent Full Time
Work Location/ Set-up: Taguig/Hybrid
Work shift: Mid Shift/Graveyard Shift
Budget: PHP 250,000

Required: 10 years in Service Desk LOB; 5 years as a Director or any equivalent level

Position Description
• These Terms of Reference apply for the role of Director Consulting. As your role develops and additional clients are brought on board your role may also include support of those clients. Where this is the case, it is possible that you may report through to multiple line managers. As a result, this TOR will be updated to reflect this and any change to your role responsibilities that may occur.
• These Terms of Reference apply for the role of Director Consulting. Your role may be shared across engagements with similar project and skill requirements.

Your future duties and responsibilities
For assigned clients (existing and new), act as Account Manager (CPMF) to:

Business Development and Opportunity Management

• Meet with assigned clients on a regular basis to understand their needs, requirements and expectations, and lead interactions around delivery, operations, sales and events
• Grow the sales funnel by proactively identifying and growing opportunities and new business addressing client needs based on our expertise and knowledge of market trends
• Participate in (sub-BU) Business Development team meetings
• Identify, organize and participate in VIP meetings
• Bring to the client the knowledge of the entire company offerings and capabilities
• Hold CSAP and OSAP meetings as per BU plan
• Lead proposals and contribute to the design and write-up
• Manage the sales funnel and keep sales info up-to-date

Contributing to the company

• Support marketing campaign efforts by the industry leader
• Increase industry knowledge of team members
• Share experience and results with (BU) members
• Communicate client feedback on the company performance (CSAP) to team members

 For assigned client, act as Engagement Manager (CPMF) to:

Delivery

• Perform mandates as consulting specialist or project manager, in order to maintain a continuous presence with assigned clients and stay familiar with client‘s orientations and business requirements

Delivery Management

• Oversee and ensure the successful delivery of all services rendered to clients including services delivered locally and by other delivery BUs
• Engage in governance and program/project committees
• Manage interactions and negotiations with client on scope of delivery and scope changes
• Perform engagement health checks and proactively take actions to ensure engagement success
• Foster innovation and shape, develop and/or improve the company solutions and services for client benefit and company’s profitable growth

Contributing to the company

• Run synergy sessions and use the outcome to improve the quality of services
• Leverage project deliverables to form the basis of re-usable approaches and methodologies
• Share experience and results with (BU) members

For assigned members act as a leader in performing MPMF activities:

Team Building

• Plan resource requirements and recruitment needs
• Identify, interview and select candidates & hire new members
• Ensure proper orientation and integration of new members
• Hold team meetings with members, as may be necessary, ensuring valuable open dialogue
• Foster an environment where members have ownership and accountability in the team results
• Share and discuss transparently on results to support engagement and entrepreneurship
• Encourage members to share knowledge and experience
• Hold MSAP meetings and ensure execution of action plans

Member Development

• Encourage members to take ownership of their own career development
• Drive performance and engagement by setting challenging objectives and giving stretching developmental assignments
• Ensure continuous and effective management of performance through ongoing dialogue, follow up and timely completion of performance evaluations
• Ensure creation and execution of Personal Development Plans and Performance Improvement Plans
• Develop members by giving them the opportunity to participate in the life of the company (e.g. proposals, synergy sessions, community of practice, training)

For assigned scope of operations:

Management Framework

• Ensure application of all relevant Company Frameworks (BUMR, OMF, CPMF, BEMF, CMF)
Financial Management

• Balance the operational excellence of managing the bottom line with the intrapreneurship to grow the top line
• Monitor WIP and ensure timely production of invoices to assigned clients
• Monitor A/R and ensure timely payments by clients
• Monitor alignment between billable rates and salaries
• Ensure on time/accurate weekly time reporting

Resource Management

• Plan and manage member assignment to ensure high utilization
• Manage rates and gross margin across team members
• Construct a team, utilizing externals only as necessary for subject matter expertise or when client mandated

Soft Skills Target
Demonstrate an appropriate level of the following Company 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

Required qualifications to be successful in this role
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
• Client Relationship and Business Development
• Knowledge of client, industry and market
• Knowledge of all the company services, offerings and capabilities
• Relevant business development and sales tools and techniques Service Delivery
• Relevant project management and delivery tools and techniques
Team and Member Management
• Relevant HR and recruitment policies and tools
Operations Management
• Relevant financial and contractual policies and tools
Development of Expertise
• Relevant knowledge in own field(s) of expertise
Skills
Personal Skills
• Self-awareness
• Personal development
• Empathy and social awareness
• Effective prioritization
• Time management
Interpersonal Skills
• Active listening and questioning
• Oral and written communications
• Presentation skills
• Negotiation skills
• Influencing and persuasion
• Conflict management
• Change enabling
Client Relationship / Business Development
• Using BD and sales tools and techniques
• Network and relationship building
• Building trust and credibility
• Solution development
• Innovation and creativity
• Proposal development
Service Delivery
• Using PM and delivery tools and techniques
• Project management
• Risk management
• Issue management
• Continuous improvement
Team and Member Management
• Using HR and recruitment policies and tools
• Objective setting
• Constructive feedback
• Delegation and motivation
• Coaching and mentoring
• Competency and value based interviewing
Operations management
• Using financial and contractual policies and tools
• Contract management
• Financial management

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

Security Responsibilities
All members shall be responsible for the security of the information that they use or manage and shall ensure that appropriate measures are taken to preserve its confidentiality, integrity and availability for use.
The following are basic security obligations:
• Be aware of one’s obligation under legislation governing data protection, computer misuse, copyright protection, intellectual property, the retention of public records and the common law;
• Act with propriety in the use of the business units’ Information resources;
• Familiarize with and conform to the Information Security Policy and related Standards, Guidelines, etc;
• Report immediately to one’s Line Manager and Information Security Officer, any breaches, or
• suspected breaches, of the company’s Information Security policy.

Confidentiality
• As a Director, you will have access to information of confidential nature. You will be expected to maintain that confidentiality. You should ensure that confidential documents are kept under lock and key and that electronic versions are secured as well.

Authority
• You do not have any authority for member expenses, overtime or third-party invoices unless specifically delegated by service management teams.

Performance criteria
• You will be assessed on the success in your role according to your achievements against these Terms of Reference and your performance against Performance Indicators.

Administrative
• Adherence to all company-mandated responsibilities.

The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed

Together, as owners, let’s turn meaningful insights into action.

Life in the company is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves the company Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Come join our team—one of the largest IT and business consulting services firms in the world.

Skills:

Client Management
Delivery Management
Financial Management
Leadership
Operations Management
Resource Management

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