Job Description
Job Title: IT Service Desk Delivery Manager (C3B ) - Retail Account
Shift: Night shift
Work Set-up: Full on-site in BGC Taguig
Salary range: Php150000- Php190000
QUALIFICATIONS:
Candidates 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
