IT Service Desk Manager, APAC

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

Job Description

As the IT Service Desk Manager for the APAC regions; you will be responsible for managing a third-party service desk provider (Service Owner) that supports our lead office.

Your primary focus will be to drive the overall performance of our Service Desk in the designated regions, participate in the global Service Desk Strategy & roadmap with peers from our lead office.

Responsibilities

• Oversee the outsourced service desk provider to ensure high-quality IT support services are delivered to end-users in a timely and efficient manner.
• Monitor and analyze service desk performance metrics and KPIs to identify areas for improvement and implement corrective actions as needed.
• Collaborate with the provider and IT teams to optimize processes, workflows, and knowledge base resources.
• Identify areas of improvement and ensure a continuous improvement process is established with the relevant stakeholders.
• Ensure Service Levels and reports/metrics/KPIs are properly implemented and fit for purpose.
• Validate that all Supplier responsibilities have been delivered against the contractual Agreement and are ready to be operated.
• Ensure NPS Improvement initiatives are tracked and deliver outcomes based off NPS feedback
• Continue to drive FCR improvement, engaging IT functions to meet FCR targets
• Financial Management supporting SD/OSS Director to meet financial objectives
• Represent the IT service desk in local and enterprise organizational governance meetings, contribute to strategic decision-making and alignment of IT services with business goals.
• Foster strong relationships with local stakeholders to understand their unique IT support needs and requirements.
• Manage the local relationship with the outsourced service desk provider, including service level agreements and performance reviews.
• Hold regular meetings with the provider to review performance, address concerns, and drive continuous improvement.
• Track changes to the Agreement and ensure proper impact assessments are conducted.
• Foster a culture of excellence, professionalism, and customer-centricity within the outsourced team.
• Continuously work to capture the evolving business needs and suggest opportunities to drive better customer satisfaction.
• P rovide high quality consultancy services to WSP’s clients and meet the applicable utilisation targets as determined by WSP to support and drive the ongoing success and growth of the organisation.
• Comply with all role specific Safety, Health, Environment and Quality (SHEQ) obligations as detailed in the employment agreement and WSP policies, procedures and matrices.
• Take responsibility for your self-development including developing goals through regular and relevant Thrive conversations, completing specified eLearning tasks, keeping up-to-date with relevant developments in your practice area and updating the Capabilities Database for sharing capabilities and qualifications within the business.
• Achieve and/or maintain professional registrations/licences relevant to your role.
• Perform other duties which are reasonably incidental to this position, as directed by the Company from time to time.

Qualifications

• 6+ years of specialization in IT service desk management or related roles, with a proven track record of successfully managing outsourced service desks.
• Comfortable working flexible hours as part of a global service offering.
• Strong understanding of ITIL or similar IT service management frameworks.
• Excellent communication, leadership, and interpersonal skills.
• Proven ability to collaborate effectively with cross-functional teams and stakeholders.
• Experience in vendor management and driving performance with an outsourced Service Desk.
• Familiarity with IT governance and compliance standards.
• Strong understanding of Service Desk industry standards (Service Levels, Metrics, Operating model, etc).
• ITIL certification or similar IT service management certifications (required)