IT SERVICE DESK DELIVERY MANAGER

Gratitude Inc

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2 hours ago

IT SERVICE DESK DELIVERY MANAGER

17-25 Year(s)

150 - 190 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

IT Service Delivery Manager Global Service Desk Domain

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JOB TITLE: IT Service Desk Delivery Manager (C3B)

LOCATION: Full Onsite | BGC, Taguig

SCHEDULE: Night Shift

SALARY: ₱150,000 – ₱190,000

ROLE OVERVIEW

Lead global IT service desk operations managing 200+ FTE across multiple geographies. Serve as the bridge between clients and delivery teams while driving service excellence and transformation initiatives.

KEY RESPONSIBILITIES

Manage stakeholder relationships with client and internal senior leaders

Sponsor service delivery meetings and performance reporting

Report daily/weekly/monthly metrics to stakeholders

Drive account growth and operational excellence

REQUIRED QUALIFICATIONS

17+ years overall IT experience with substantial Service Desk Management background

Proven Global Service Desk experience managing 200+ FTE across multiple geos

Strong knowledge of Service Desk metrics, SLAs, and KPIs

Client-facing experience with high customer satisfaction track record

Project financial management exposure (margins, top/bottom line optimization)

Expertise in transformation and service improvement opportunities

Strong customer service, project management, resource planning, and quality control skills

Strategic thinking, forward planning, and decision-making capabilities

Effective leadership with team motivation and problem-solving abilities

Experience managing vendor and executive-level relationships

Retail store support Service Desk experience preferred

Comfortable working night shifts

Stable employment history

Not a current/former TCS employee

APPLICATION SCREENING QUESTIONS

Please be prepared to answer the following:

How many years of experience do you have in IT Service Desk Delivery Management?

How many years of Global Service Desk domain experience do you have managing a team of 200+ FTE across multiple geographies?

Do you have experience in Retail store support for Service Desk operations?

What tools and platforms have you used in the Service Desk Delivery function?

What is your current/most recent salary?

What are your salary expectations?

Are you amenable to working full onsite in BGC, Taguig?

Do you have your TOR (Transcript of Records) and Diploma available?

When can you start once hired?

Are you a seasoned IT Service Desk leader ready to drive operational excellence at scale? Join us and lead our global service desk operations to new heights of performance and customer satisfaction!

Apply now and make your mark in IT service delivery leadership!

Role

Customer Delivery Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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