Vice President, Consulting Delivery – IT Service Desk

Vice President, Consulting Delivery – IT Service Desk

Location: Taguig
Work Setup: Onsite
Schedule: Mid Shift
Foreign Nationals Welcome – Work visa processing and relocation assistance available

We are seeking an accomplished VP / Executive IT Service Desk Leader to drive strategy, global service delivery, client relationships, operational excellence, and business performance across large-scale IT Service Desk operations.

NON-NEGOTIABLE QUALIFICATIONS

• Bachelor's degree in IT, Computer Science, Engineering, Business, or related field.

• 10+ years of progressive leadership experience in large-scale IT Service Desk / IT Service Management operations.

• Previous VP, Executive Director, or equivalent senior leadership experience.

• Proven leadership of 500+ FTEs, preferably across multiple sites, geographies, or global delivery centers.

• Strong experience in global IT services / Service Desk organizations, preferably within a large multinational environment.

• Deep expertise in ITIL, IT Service Management (ITSM), Service Delivery, SLA/KPI Management, Operational Excellence, and Strategic Planning.

• Strong executive-level client, stakeholder, and people leadership experience.

• Demonstrated ability to manage complex, multi-geography service operations and drive measurable business outcomes.

KEY RESPONSIBILITIES

Strategic & Service Delivery Leadership

• Define and execute strategic direction for large-scale IT Service Desk and ITSM operations.

• Lead service delivery to achieve SLA, KPI, quality, productivity, revenue, cost, and profitability targets.

• Drive continuous improvement, service-level optimization, operational excellence, and scalable delivery models.

Client & Business Leadership

• Build trusted relationships with global clients, senior executives, and key stakeholders.

• Lead strategic client engagements and ensure high levels of client satisfaction and service performance.

• Identify opportunities to strengthen partnerships, expand services, and support business growth.

People & Organizational Leadership

• Lead, develop, and empower a 500+ FTE organization through strong leadership teams.

• Drive recruitment, succession planning, career development, and capability building.

• Develop future leaders and ensure workforce capabilities align with evolving client and market needs.

Financial & Operational Management

• Oversee budget, revenue, cost, and profitability for the service delivery organization.

• Use operational and financial analytics to identify risks, trends, and improvement opportunities.

• Lead strategic and operational planning across multiple delivery environments.

IDEAL PROFILE

VP IT Service Desk | VP IT Operations | VP Service Delivery | IT Service Management Executive | Global Service Desk Director | IT Operations Director | ITSM Executive

Strong executive presence, strategic thinking, analytical ability, stakeholder management, presentation, communication, negotiation, and organizational leadership are essential.

Preferred: Global/multi-site IT Service Desk experience, ITIL/ITSM certifications, large multinational IT services/BPO experience, and exposure to data visualization and analytics tools.

PRE-SCREENING QUESTIONS

1. How many years of progressive leadership experience do you have in IT Service Desk / ITSM operations?

2. Have you held a VP or equivalent executive-level position with accountability for IT Service Desk/service delivery operations?

3. What is the largest workforce (FTEs) you have managed directly or indirectly?

4. How many sites/geographies or global delivery centers have you managed?

5. What is your experience with ITIL, SLA/KPI management, operational excellence, and service delivery?

6. Have you managed global clients and executive stakeholders?

7. Are you willing to work onsite in Taguig on a mid-shift schedule?

8. Last Drawn Salary:

9. Salary Expectation:

10. Notice Period/Availability:

11. Current Location/Nationality: (for visa and relocation assessment)

Ready to lead a global-scale IT Service Desk organization? Apply now with your updated CV!

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