Service Desk Manager

Service Desk Manager

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule: Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hours

Employment type: Permanent

Location: Makati City, Metro Manila

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 88,000 to 120,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are seeking a dynamic IT Service Desk Manager to lead and inspire a global, high-performing team that supports over 7,000 users. In this pivotal role, you will drive service transformation through AI, automation, and self-service innovation, streamlining operations and shaping future-ready IT support. By combining strategic leadership with a passion for customer excellence, you will ensure the Service Desk delivers measurable value and an exceptional user experience.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Service Desk Manager?

Reporting to the Head of Global Service Management, your accountabilities will include:

• Lead and inspire a global Service Desk team to deliver exceptional 24/7 IT support for 7,000+ users.
• Champion a customer-first culture, driving high levels of customer satisfaction through service excellence.
• Drive transformation through AI, automation, and self-service, reducing manual effort and creating scalable, future-ready support.
• Ensure operational excellence by tracking KPIs, SLAs, and service quality, embedding Continuous Service Improvement.
• Build strong stakeholder relationships and maintain compliance with ITIL practices and ISO standards to align with organizational goals.

Please review the attached job description for further details on the role.

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

Essential:

• Experience managing a global or large IT Service Desk in a 24/7 operating model.
• Strong knowledge of ITIL and IT Service Management frameworks, with practical application.
• Hands-on use of ITSM tools such as ServiceNow, Ivanti, Halo, Jira, or Remedy.
• Proficiency with reporting tools like Power BI or Tableau to create insights and support decisions.
• Proven success using AI, automation, and self-service to reduce manual work and improve user satisfaction.
• Strong leadership skills, with the ability to coach and develop high-performing teams.
• Skilled in stakeholder management and communication with senior leaders, auditors, and business users.
• Highly organised, adaptable, and resilient, with a focus on user experience.
• Experience preparing for and supporting ISO 20000/27001 audits.

Desirable:

• Knowledge of automation platforms, workflow tools, or AI-driven solutions that streamline operations.
• Experience leading service improvement or digital transformation projects.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.