Service Desk Manager

Job Title: Service Desk Manager (IT – Service Desk BPO)

Category: Service Desk / End User Services

Work set up: Amenable to work in Taguig and Pasig

Work shift: Nightshift

Salary budget: Up to PHP 140,000

Experience: 5+years

Non-negotiable:

• Experience in handling multilingual

• At least 2 years being a manager

• Solid experience handling BPO Service Desk accounts

• ITIL trained or certified

• Experience in handling financials (profit and loss)

• With experience handling client accounts

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

• Proficient in written and verbal communication in the English language.

• Keen attention to detail.

• Proficient computer and technical skills.

• Solid analytical and problem-solving skills.

• Good process mapping ability.

• Proactive, service minded and able to multi-task.

• Good interpersonal skills (empathy, verbal dexterity, etc.)

Experience

• Previous IT Support / IT Service Desk experience.

Soft Skills Target:

• 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.

Skills:

Client Management

Customer Service & Support

Help Desk/IT Services

Project Management

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 of 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.

• 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.

• Advise people manager of planned/unplanned leaves as below:

• 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.

• Support requirements assigned by the Director or above

• Vacation leave – at least 14 days in advance of 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).

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