IT Service Delivery Manager

4 days ago

Manila, National Capital Region, Philippines Muktarion Full time

Job Title: IT Service Desk Delivery Manager (C3B )

Shift: Night shift

Work Set-up: Full on-site in BGC Taguig

Salary range: 150K - 190K

QUALIFICATIONS:


• Candidate should have a minimum of 17+ yrs. over-all and SDM experience


• Should have Global Service Desk domain experience managing a team of 200+ FTE across multiple geos


• Comfortable with working on night shifts as per business requirement


• Knowledge on Service Desk metrics, SLA's & KPI's


• Experience in performing client client-facing role and maintaining high level of customer satisfaction


• Exposure to project financial management, top line, bottom line, margins, levers to improve margins


• Excellent communication around issues and opportunities - get things done, make things happen


• Should have knowledge on Transformation & Identifying Service Improvement opportunities & current market trends


• Strong Customer Service, Project Management, Resource planning and Quality control skills


• Should possess Forward planning, Decision-making, Strategic thinking skills


• Should be an effective leader with ability to motivate team , delegate responsibilities and problem-solving skills


• Should have led relationships at vendor management and executive level


• Preferred experience in Retail store support Service Desk operations

Responsibilities:


• Acting as the bridge between client and operational delivery teams


• Stakeholder Management - Collaborating with Client & Internal senior leaders on account management and growth


• Service Reporting and sponsoring service delivery meetings


• Report daily, weekly & monthly service delivery performance to internal and client stakeholders


• Should be amenable to work onsite in Taguig

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