Head of Client Ops (Service Desk)

INFOSYS BPM LIMITED Philippine Branch; Taguig; On-site; PHP 4,000,000 - 6,500,000; Full time

Job summary

Infosys BPM Philippines in Taguig is seeking a Client Operations Head (Service Desk) to lead governance, client relationships, and end-to-end service delivery for the account. This senior role drives strategic engagement, manages cross-tower campaigns, and owns P&L responsibilities while guiding Senior and Ops Managers.

The position is on-site at BGC with a US schedule. You will champion operational excellence, stakeholder communication, and transformation initiatives, shaping a high-impact

Qualifications

• Minimum of 15 years overall experience in the BPO, Captive and Shared Services space.
• Extensive background in managing multiple Services Desk campaigns.
• Experience in client/stakeholder management and executive relationship-building.
• Experience in leading governance, controls, and compliance for large accounts.
• Experience with profit & loss/financial accountability (revenue, gross margin, etc.).

Responsibilities

• Drives overall governance including controls and compliance for the account.
• Responsible for client executive relationships and stakeholder management.
• Provides strategic leadership and overall engagement/delivery accountability.
• Manages commercial discussions and growth opportunities.
• Facilitates benchmarking and business transformation.
• Shows accountability for P&L and financial outcomes (revenue, gross margin).
• Directly manages Senior/Ops Managers and cross-tower leads.

Skills

People management

Stakeholder management

Service desk leadership

Communication skills

Project management

BI/reporting

Strategic leadership

Job description

Infosys BPM Philippines in Taguig is seeking a Client Operations Head (Service Desk) to lead governance, client relationships, and end-to-end service delivery for the account. This senior role drives strategic engagement, manages cross-tower campaigns, and owns P&L responsibilities while guiding Senior and Ops Managers.

The position is on-site at BGC with a US schedule. You will champion operational excellence, stakeholder communication, and transformation initiatives, shaping a high-impact