Information Technology Service Desk Manager

Tata Consultancy Services; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services in Metro Manila, Taguig is seeking an experienced leader to manage the Global Service Desk and a team of over 200 FTEs across multiple locations. The ideal candidate will have at least 17 years of experience, strong stakeholder management skills, and the ability to maintain high customer satisfaction while working in night shifts.

Responsibilities include acting as a bridge between clients and operational teams, reporting service delivery performance, and leading strategic initiatives to improve margins and service quality.

Qualifications

• Minimum of 17+ years of experience in a relevant field.
• Experience managing a large team of 200+ FTE across multiple locations.
• Ability to work night shifts as required.
• Proven client-facing experience with high customer satisfaction.

Responsibilities

• Act as the bridge between client and operational delivery teams.
• Report service delivery performance to both internal and client stakeholders.
• Lead relationships at vendor management and executive levels.

Skills

Global Service Desk management experience

Stakeholder Management

Customer Service

Project Management

Resource Planning

Quality Control

Decision-making

Strategic Thinking

Job description

• Candidate should have minimum of 17+ yrs. experience
• Should have Global Service Desk domain experience managing a team of 200+ FTE across multiple geo’s
• Comfortable with working in night shifts as per business requirement
• Experience in performing client facing role and maintain 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 on 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
• Preferred experience in Retail store support Service Desk operations