Service Desk Transformation Consultant

Gratitude Inc

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3 days ago

Service Desk Transformation Consultant

6-8 Year(s)

₱ 100 - ₱ 130K p.m

Manila (Eastwood quezon city)

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Job Description

Key Skills

Stakeholder Management BPO Experience Excellent communication skills - written and verbal

12 candidate(s) have already applied for this Job. Apply now

Job Title: Service Desk Transformation Consultant

Location: Eastwood, Quezon City
Experience: 6–8 Years
Salary: PHP 112,000–140,000 (PHP 100,000–130,000 Base)
Work Setup: Hybrid (Subject to Business Requirements)
Shift: Flexible to work in a 24/7 environment
Headcount: 1

Job Responsibilities:

Lead transformation initiatives for IT Service Desk accounts.
Design and implement service desk solutions to improve operational efficiency.
Drive automation initiatives and support digital transformation projects.
Collaborate with cross-functional teams to develop and implement AI-driven solutions.
Utilize Generative AI (GenAI), Machine Learning (ML), Natural Language Processing (NLP), and other AI frameworks to enhance service desk operations.
Work closely with technical and business stakeholders to deliver innovative solutions.
Support presales and solutioning activities where required.
Ensure high-quality service delivery and continuous process improvement.

Eligibility:

Bachelor's Degree in Information Technology or a related field.
6–8 years of experience in an IT Service Desk environment.
Experience in Service Desk transformation and solution design.
Prior consulting and automation experience is mandatory.
Experience with Generative AI (GenAI), Machine Learning (ML), Natural Language Processing (NLP), and AI frameworks is preferred.
Presales or solutioning experience is an added advantage.
Strong communication and stakeholder management skills.
BPO experience is mandatory.
Female candidates only. Male candidates will not be considered for this role.

Pre-Screening Information Required:

Educational Qualification
Total Relevant Experience
Experience with AI/ML (GenAI, ML, NLP, AI Frameworks)
BPO Experience
Last Drawn Salary
Expected Salary

Note:

Former Tech Mahindra employees (direct or third-party) are not eligible to apply.

Questionnaire Link:
https://myglit.com/lateral/cref/a99fef4885

Note: Filling out this form is mandatory. Only candidates who complete the questionnaire will be considered for further processing.

Role

Manager-Technical

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Hybrid

Process

Voice

Functional Area

ITES / BPO / Customer Service

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