Operations Director (Service Desk) | BGC

Infosys BPM Philippines; Philippines; On-site; PHP 3,000,000 - 5,000,000; Full time

Benefits offered by this job

HMO & Life Insurance for employee & 2+

24 Leaves annually

Gym & facilities access

Job summary

Infosys BPM Philippines is seeking an Operations Director for Service Desk to lead domain delivery, governance, and client partnerships in a high-volume, global environment.

You will manage large-scale service desk operations, drive improvements, oversee P&L, partnerships, and transition programs, and ensure delivery excellence on client SOWs and MSAs while aligning with strategic objectives and performance targets.

Qualifications

• Bachelor's degree in any field is required.
• Excellent communication and presentation skills are essential.
• Strong people management and leadership experience.

Responsibilities

• Identifies opportunities to improve productivity for a domain-intensive process.
• Improves process efficiency to increase productivity and margins.
• Ensures governance compliance and adherence to the governance model.
• Collaborates with stakeholders to set and manage domain delivery expectations.
• Provides delivery perspective inputs for SOW and MSA processes; supports transition teams with SLA requirements.
• Participates in initiatives to support the Practice Lead and improve competencies.
• Partners with transition teams on solutioning and delivery excellence for robust transitions.

Skills

Leadership

People management

Stakeholder management

Communication

Presentation skills

Automation experience

Education

Bachelor's degree

Job description

Are you ready to make an impact? Join Infosys BPM as a Operations Director | Service Desk (BGC)and jumpstart your career!

Key Responsibilities:

• Identifies opportunities and enables the delivery of improvements to enhance productivity for a domain-intensive process.
• Improves domain-specific process efficiency and effectiveness to increase productivity and margins.
• Ensures governance compliance and adherence to the governance model.
• Works with key stakeholders to set and manage domain delivery-specific expectations.
• Provides delivery perspective inputs for SOW and RFP processes and supports transition teams with domain-specific SLA requirements.
• Participates in initiatives that support the Practice Lead in achieving organizational objectives and improving competencies.
• Partners with transition teams on solutioning, delivery excellence, and transformational projects to ensure a robust transition.

Key Requirements:

• Bachelor's degree in any field with minimum 15+ years of experience in Operations, currently functioning in a Director/Senior Director capacity.
• Strong experience managing service desk accounts supporting multiple businesses with 500+ FTEs and a global delivery background.
• Experience handling contracts (SOW/MSA) and working closely with clients and leadership teams.
• Excellent communication and presentation skills.
• Experience managing P&L and leading or supporting transitions.
• Involvement in or exposure to automation projects.
• Six Sigma certification is an advantage; knowledge of Lean methodologies is a plus.
• Strong people management and leadership skills.
• On-site role: preference for candidates who can start immediately and are willing to work in US hours.

Why Infosys:

• Quarterly performance bonus.
• Outstanding career development opportunities and fast track career progression.
• Enjoy a fair work-life balance.
• HMO and Life Insurance for employee and 2 dependents for free.
• 24 Leaves annually.
• Inside the Central Business District area.
• Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines”