Information Technology Service Desk Manager

Tata Consultancy Services; Taguig; On-site; PHP 2,500,000 - 4,500,000; Full time

Job summary

Tata Consultancy Services in the Philippines seeks a senior Service Delivery Leader for the Global Service Desk to manage a 100+ FTE team across geographies. You will own service quality, SLAs, KPIs, and client satisfaction while driving cost efficiencies and margin improvement.

The role requires strong stakeholder management, executive-level communication, and the ability to bridge client needs with delivery teams.

Qualifications

• 15+ years of experience in IT service delivery and service desk.
• Global Service Desk domain experience with 100+ FTE teams across geos.
• Willingness to night shifts and shifting schedule.
• Strong knowledge of service desk operations, SLAs, and KPIs.
• Proven client-facing experience and high customer satisfaction.
• Experience in program/financial management and margins.
• Excellent communication and stakeholder management.
• Ability to lead vendors and executive relationships.

Responsibilities

• Bridge between client and operational delivery teams.
• Report service delivery performance daily/weekly/monthly to stakeholders.
• Lead service reporting and sponsor service delivery meetings.
• Identify Service Improvement opportunities and market trends.
• Handle resource planning, quality control, and project management.
• Motivate team, delegate responsibilities, and solve problems.
• Maintain relationships with vendor management and executives.
• Oversee margin levers and top/bottom line improvements.

Skills

Leadership

Vendor management

Stakeholder management

Team management

Communication

Project management

Service desk operations

SLA/KPI knowledge

Job description

• Candidate should have minimum of 15+ yrs. experience
• Should have Global Service Desk domain experience managing a team of 100+ FTE across multiple geo’s
• Comfortable with working in night shifts and shifting schedule as per business requirement
• Strong Knowledge of Service Desk operations, metrics, SLA’s & KPI’s
• Experience in performing client-facing role and maintaining high level of customer satisfaction
• Exposure to project financial management, top line, bottom line, margins, levers to improve margins
• Acting as the bridge between client and operational delivery teams
• Excellent communication around issues and opportunities - get things done, make things happen
• Stakeholder Management - Collaborating with Client & Internal senior leaders on account management and growth
• Service Reporting and sponsoring service delivery meetings
• Should have knowledge of Transformation & Identifying Service Improvement opportunities & current market trends
• Report daily, weekly & monthly service delivery performance to internal and client stakeholders
• Strong Customer Service, Project Management, Resource planning and Quality control skills
• Should possess Forward planning, Decision-making, Strategic thinking skills
• Should be an effective leader with ability to motivate team, delegate responsibilities and problem-solving skills
• Should have led relationships at vendor management and executive level