APAC IT Service Desk Manager — Drive SLA Excellence

WSP in Manila; Pasig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

WSP in Manila is seeking an IT Service Desk Manager to lead the APAC operations and manage a third-party service desk provider (Service Owner). You will drive service quality, monitor KPIs, and align the service desk roadmap with the global strategy and enterprise governance.

The role requires ITIL expertise, vendor management, and cross-functional leadership. You will collaborate with IT teams and local stakeholders to ensure high-quality, timely support, continuous improvement, and adherence

Qualifications

• ITIL or similar framework knowledge
• Vendor management and outsourcing experience
• Strong leadership and communication skills
• Ability to work with cross-functional teams and stakeholders
• Experience with service desk metrics, SLAs and KPIs
• Proven track record managing outsourced service desks
• Ability to operate across multiple time zones
• Familiarity with governance and compliance standards

Responsibilities

• Oversee outsourced service desk to ensure high-quality IT support
• Monitor service desk performance metrics and implement improvements
• Collaborate with provider and IT teams to optimize processes and knowledge base
• Drive continuous improvement and NPS/FCR initiatives
• Ensure SLAs, reports, and governance requirements are met
• Manage contractual obligations and provider performance reviews
• Engage with local stakeholders to align IT services with business needs
• Provide high-quality consultancy to clients and meet utilization targets
• Maintain SHEQ obligations per policy and training requirements
• Develop goals via Thrive conversations and keep capabilities updated

Skills

ITIL familiarity

Vendor management

Leadership

Stakeholder management

KPI/SLAs

Outsourced service desk

Global program experience

Communication

Job description

WSP in Manila is seeking an IT Service Desk Manager to lead the APAC operations and manage a third-party service desk provider (Service Owner). You will drive service quality, monitor KPIs, and align the service desk roadmap with the global strategy and enterprise governance.

The role requires ITIL expertise, vendor management, and cross-functional leadership. You will collaborate with IT teams and local stakeholders to ensure high-quality, timely support, continuous improvement, and adherence