Service Desk Transformation Consultant

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.