Service Desk Manager Delivery

3 weeks ago

Philippines Taguig Gratitude Philippines Full time
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.
  • These Terms of Reference apply for the role of Service Delivery Manager The role may be shared across engagements with similar project and skill requirements.

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 issues/opportunities.
  • Remove all obstacles to customer satisfaction and/or financial performance.
  • Communicate across organizational boundaries from all levels.
  • Looking out for client's and CGI's long-term interests
  • Run service improvements if service delivery is not meeting client expectations.
  • Work with the client and operations teams to proactively identify service improvement activities.
  • Be accountable for and contribute to the overall performance of the project delivery.
  • Follow best practices as defined in the CPMF.
  • Create and maintain the project's Financial Status Reporting with high quality.

Other Responsibilities Include

  • Work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
  • Follow agreed escalation procedures.
  • Support requirements assigned by the Director or above
  • Advise people, manager of planned/unplanned leaves, as below:

 Vacation leave – at least 14 days in advance of the planned leave date

 Sick leave - at least two (3) hours prior to the start of the shift. A member, when using sick leave, must notify his manager (or next higher-ranked manager) via a phone call to the manager's direct office line or mobile phone within the prescribed lead time.

 Notification process during critical days should be followed.

  • Maintain quality standards in accordance with agreed metrics.
  • Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
  • To submit necessary service delivery reports.
  • Provide support to multiple Clients as necessary
  • Ensure feedback is given to member or relevant people manager if potential issues are detected.
  • Ensure feedback is given to member or relevant people manager if process improvement measures can be implemented.
  • Ensure initiation of or attendance at planned meetings.
  • Ensure project and local team processes are implemented and followed.

  • IT Service Desk Lead

    4 weeks ago

    Taguig, National Capital Region, Philippines Continental Full time

    Continental Global Business Services in Manila started in June 2012 as Veyance Technologies Inc. and was acquired by Continental AG in January 2015. On the same year, it legally changed the company name to Continental Global Business Services Manila Inc., which reflects its global presence as a full-fledged subsidiary of ContiTech Division in Continental...

  • Service Desk Senior Manager

    3 weeks ago

    Philippines OneAston by CBTW Full time

    Job Title: Service Desk Senior ManagerJob Summary:We are seeking a highly skilled and experienced Service Desk Senior Manager to oversee and lead our service desk team. The ideal candidate will have extensive experience in managing service desk operations, with a strong background in Office 365 management, Azure Active Directory (AD), and Azure services. The...

  • IT Service Desk Lead

    1 month ago

    Taguig City, Philippines Continental Full time

    Continental Global Business Services in Manila started in June 2012 as Veyance Technologies Inc. and was acquired by Continental AG in January 2015. On the same year, it legally changed the company name to Continental Global Business Services Manila Inc., which reflects its global presence as a full-fledged subsidiary of ContiTech Division in Continental...

  • Service Desk Manager Delivery

    3 weeks ago

    Taguig, Philippines Gratitude Philippines Full time

    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...

  • Service Desk Manager

    4 weeks ago

    Taguig, Philippines Safeway Philtech Inc Full time

    The Service Desk Manager is responsible for managing day-to-day 24/7 service desk operations. Lead the team to focus on successful outcomes. Take overall accountability for incident management and request fulfillment. Apply ITIL Service Management concepts such as Incident and SLA Management, to ensure rapid and successful resolution of issues, availability...

  • Service Desk Manager

    4 weeks ago

    Taguig, Philippines Safeway Philtech Inc Full time

    The Service Desk Manager is responsible for managing day-to-day 24/7 service desk operations. Lead the team to focus on successful outcomes. Take overall accountability for incident management and request fulfillment. Apply ITIL Service Management concepts such as Incident and SLA Management, to ensure rapid and successful resolution of issues, availability...

  • Service Desk Manager Delivery

    3 weeks ago

    Taguig, Philippines Gratitude Philippines Full time

    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...

  • Service Desk Manager Delivery

    3 weeks ago

    Taguig, Philippines Gratitude Philippines Full time

    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...

  • Manager, Service Desk

    3 days ago

    Central Visayas, Philippines NUSTAR Resort Full time

    DepartmentService DeliveryEmployee TypeProbationaryJob Description Analy zes technical support activities and makes recommendations for more efficient and effective operation procedures. Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved . N eeds to understand thoroughly the strategic...

  • Service Desk Director Delivery

    2 weeks ago

    Taguig City, Philippines Manpower Core Group Inc. Full time

    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 •...

  • Service Delivery Manager

    3 weeks ago

    Philippines, Manila Stagwell Full time

    Stagwell empowers talented, passionate, and creative leaders with vision to deliver breakthrough ideas on behalf of the world's most ambitious clients.We believe that the differences among us fuel innovation and drive us to achieve extraordinary results. We take great pride in a work force with rich diversity of age, race, ethnicity, gender, nationality,...

  • Service Desk Director Delivery

    2 weeks ago

    Taguig City, Philippines Manpower Core Group Inc. Full time

    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 •...

  • Service Desk Analyst

    2 weeks ago

    Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    LOCATION: QUEZON CITY AND CEBU, PHILIPPINESJOB TITLE: SERVICE DESK ANALYSTThe purpose of this role is to the first point of contact for the B2B users who call Service Desks to troubleshoot appropriate end user issues in line with the Company's Service Desk objectives.Be Responsible For Primary User Support And Customer Service Respond to queries from all...

  • IT Service Desk Support

    3 weeks ago

    Taguig, Philippines Eteam Workforce Private Corporation Full time

    Title: IT Service Desk SupportContract Duration: 8 monthsWork Arrangement: OnsiteLocation: McKinley West, TaguigSalary Offer: Php46,000 + Php4,000 non taxable allowanceQualifications:· 4 to 6 years of IT Service Desk experience· At least 1 year of experience with ServiceNow ticketing tool· Good communication skills· Amenable to work onsiteJob...

  • IT Service Desk Support

    3 weeks ago

    Taguig, Philippines Eteam Workforce Private Corporation Full time

    Title: IT Service Desk Support Contract Duration: 8 months Work Arrangement: Onsite Location: McKinley West, Taguig Salary Offer: Php46,000 + Php4,000 non taxable allowance Qualifications: · 4 to 6 years of IT Service Desk experience · At least 1 year of experience with ServiceNow ticketing tool · Good communication skills · Amenable to work...

  • Global Service Desk Support

    2 weeks ago

    Philippines, Taguig IT BY DESIGN Full time

    Role DescriptionThe System Engineer will work directly with our clients, as well as other system engineers, to provide support on various support tickets to provide installation and support service for multiple customer networks. Responsible for working tickets of varying degree of difficulty on our service desk. This is a full-time on-site role located in...

  • IT Service Desk Support

    3 weeks ago

    Taguig, Philippines Eteam Workforce Private Corporation Full time

    Title: IT Service Desk Support Contract Duration: 8 months Work Arrangement: Onsite Location: McKinley West, Taguig Salary Offer: Php46,000 + Php4,000 non taxable allowance Qualifications: · 4 to 6 years of IT Service Desk experience · At least 1 year of experience with ServiceNow ticketing tool · Good communication skills · Amenable to work...

  • Service Delivery Manager I

    3 weeks ago

    Philippines Stefanini Group Full time

    DetailsJob DescriptionJob Responsibilities Act as Single Point of Contact (SPOC) for client(s) Responsible for day to day delivery of Service Desk, Security Administration, Deskside, Tech Staffing and/or BPO services Provide leadership, direction and coach/mentor team Implement, monitor and adhere to Best Practices Implement process improvements Manage...

  • IT Helpdesk

    3 weeks ago

    Philippines, Taguig Metacom Careers Full time

    Responsible for providing the first line of telephone, chat, e-mail, self-service/web portal help desk support of hardware, systems, sub-systems and/or applications and infrastructure for users. Answers simple to complex questions about installation, operation, configuration, customization and usage of assigned products. Applies basic diagnostic techniques...

  • Global Service Desk Support

    2 weeks ago

    Taguig, Philippines IT BY DESIGN Full time

    Role DescriptionThe System Engineer will work directly with our clients, as well as other system engineers, to provide support on various support tickets to provide installation and support service for multiple customer networks. Responsible for working tickets of varying degree of difficulty on our service desk. This is a full-time on-site role located in...