IT Service Desk Transformation Lead

vCustomer Philippines, Inc.; Quezon City; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Day 1 HMO

Phone Allowance

Data Allowance

Leave Credits

Job summary

Tech Mahindra Philippines is seeking a Service Desk Transformation Consultant to drive automation and optimize IT service delivery. You will collaborate with cross-functional teams to design AI-driven solutions and enhance customer experiences.

You will work from Eastwood, Libis QC in a hybrid setup, with exposure to ITSM tools, GenAI, and RPA, contributing to proposals, demos, and client interactions.

Qualifications

• 8–10 years of IT Service Desk experience.
• Must have prior consulting and automation experience.
• Hands-on automation on ITSM (SNOW, Remedy), Chatbots, RPA, Nextthink/SysTrack, AppDynamics.
• Experience with GenAI, ML, NLP preferred.

Responsibilities

• Analyze data trends and identify opportunities for automation and shift-left expansion.
• Lead end-to-end tool/platform implementations with development teams and vendors.
• Create As-Is and To-Be workflows for identified use cases.
• Develop sales proposals and RFP responses (Word/PowerPoint).
• Deliver product demos and support external/internal events.
• Position technical solutions and write proposals and tender responses.

Skills

IT Service Desk

Automation

GenAI / AI

Presales / Solutions

ITIL Practitioner

Cross-functional

Presentation

Communication

Education

Bachelor’s Degree in IT

Tools

ServiceNow

Remedy

Chatbots

RPA

Nextthink/SysTrack

AppDynamics

Job description

Tech Mahindra Philippines is seeking a Service Desk Transformation Consultant to drive automation and optimize IT service delivery. You will collaborate with cross-functional teams to design AI-driven solutions and enhance customer experiences.

You will work from Eastwood, Libis QC in a hybrid setup, with exposure to ITSM tools, GenAI, and RPA, contributing to proposals, demos, and client interactions.