IT Service Delivery Manager

Gratitude Philippines; Taguig; On-site; PHP 1,674,000 - 2,120,400; Full time

Job summary

A leading IT services provider in Taguig is seeking an IT Service Desk Delivery Manager to oversee the store’s IT service desk operations, ensuring efficient support. The role requires extensive experience in managing large teams and familiarity with service desk metrics. If you have excellent leadership and project management skills, we would like to hear from you. This position involves a night shift and is fully on-site.

Qualifications

• Minimum of 17+ years of experience.
• Experience managing a team of 200+ FTE across multiple regions.
• Strong knowledge of Service Desk metrics, SLAs & KPIs.

Responsibilities

• Manage IT service desk operations for a retail store.
• Supervise the service desk team and ensure adherence to IT policies.
• Coordinate with vendors to implement solutions minimizing downtime.

Skills

Leadership

Project Management

Customer Service

Strategic Thinking

Resource Planning

Job description

IT service desk manager (retail store) responsible for managing the store’s IT service desk operations to ensure stable and efficient technology support. Oversees incident management, service requests, and system troubleshooting for POS systems, networks, and store hardware. Leads and supervises the service desk team, ensures adherence to IT policies and service standards, coordinates with external vendors, and implements solutions that minimize downtime and support seamless retail operations

Requirements

Job Title: IT Service Desk Delivery Manager (C3B )

Shift: Night shift

Work Set-up: Full on-site in Taguig

Salary range: 150K- 190K

Qualifications

• Candidate should have a minimum of 17+ yrs. experience
• Should have Global Service Desk domain experience managing a team of 200+ FTE across multiple geos
• Comfortable with working on night shifts as per business requirement
• Knowledge on Service Desk metrics, SLA’s & KPI’s
• Experience in performing client client-facing role and maintaining high level of customer satisfaction
• Exposure to project financial management, top line, bottom line, margins, levers to improve margins
• Excellent communication around issues and opportunities - get things done, make things happen
• Should have knowledge on Transformation & Identifying Service Improvement opportunities & current market trends
• 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