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 / 100% RTO

Work shift: Nightshift

Salary budget: Up to PHP 140,000

Job Description:

• 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.

Requirements:

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

• Should not be a job hopper who only stays for less than a year per company

EDUCATION, SKILLS TRAINING AND EXPERIENCE

Education:

• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree

in any field.

• Previous IT Support / IT Service Desk experience.

Skills:

Client Management

Customer Service & Support

Help Desk/IT Services

Project Management

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.

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.)

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) 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.

• People Management
• You are expected to exercise your discretion when enforcing the company policies keeping the bigger company objectives in mind.
• You are accountable and responsible in hiring new members ensuring that they fit the company's core values. You are also responsible in imposing the disciplinary sanctions and ultimately managing out members as needed.
• You are expected to fully participate in business improvement or development activities that the company initiates.
• You are expected to actively apply the Member Partnership Management Framework as applicable.
• You are expected to provide direction and vision to your direct members.
• Appropriately disseminate and tailor information and business communications to team members through regular team meetings, one on one meetings etc. as required to ensure team members (both in the office and on client sites) are kept well informed.
• Conduct regular one-on-one meetings with all members to provide relevant feedback on their performance.
• Set meaningful performance objectives in collaboration with assignment managers which align to client project/SLAs for team members.
• In particular, when you have direct reports working with other assignment managers, regularly engage with the assignment managers to receive on-going feedback on members' performance, especially regarding adherence to SLAs and delivery expectations, during roll off from projects or at the end of the review period.
• Provide a consolidated review and performance evaluation at the end of the year in liaison with relevant assignment managers when undertaking annual performance reviews and creating development plans for members
• Implement and manage Personal Development Plans (PDPs) and Performance Improvement Plans (PIPs) in conjunction with assignment manager as necessary.
• Undertake MSAP meetings as required
• Be conversant with company policies to ensure requests comply with policy guidelines and manage approvals accordingly, e.g. ensuring that the member has enough accrued leave available.
• Support members during absenteeism periods and when attendance issues occur.
• Effectively manage member leave balances, ensuring that excessive leave balances past the middle of the fiscal year are managed.
• Familiarise yourself with health and safety requirements for your team members, including adherence to reporting procedures for workplace incidents/accidents
• Ensure that bullying and harassment claims are appropriately dealt with and escalated to your Responsible Manager and Human Resources Business Partner.
• Actively work to develop your team by providing them with effective leadership, expertise, advice, coaching and mentoring.
• Support members for current and future assignments; work with members to understand career objectives and skills and make recommendations to Client Engagement Director/Function Lead;
• Encourage and support members to participate in training and development activities to maintain and develop skillset, including use of online training opportunities.
• Work with members to define PDPs.
• Ensure resource data is up to date by reviewing and approving Resource Profiles in PSA RM, confirming résumés and skills profiles are current and provided in the correct template
• Approve assignments or amendments to existing assignment dates when appropriate
• Ensure all members achieve their utilisation target by:
• Proactively seeking assignments by searching for possible service orders / resource requests that match your members' profile and recommending your members accordingly
• Utilizing strategies to minimise underutilisation of members such as onshore assignments, proactive annual leave planning or formulating bench activity plan to ensure unassigned time is used productively.
• Familiarise yourself with and understand company benefits, including SPP and PPP.