Process Lead - Service Management

Canon Business Service Centre (PHL); Taguig; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Canon Business Service Centre (PHL) in the Philippines seeks a Service Management professional to lead the delivery of Managed Document Services for Canon accounts. The role involves coordinating with Client Services Managers, supporting the Service Desk, and ensuring SLA performance.

You will work from McKinley Hill, Taguig in a hybrid setup after training, focusing on accurate data, reporting, and continuous process improvements.

Qualifications

• Tertiary education required.
• Good knowledge of ITIL methodologies.
• Experience with ITSM and service desks.
• Strong client relationship skills.

Responsibilities

• Coordinate with CSMs to ensure MDS objectives are met.
• Manage service tickets via Canon Service Desk and ITSM tool.
• Meet SLA targets for incidents, requests, and problems.
• Handle standard changes (IMACD) for MDS customers.
• Escalation management and cross-department coordination.
• Prepare monthly performance reporting and analytics.

Skills

ITIL

ITSM

Team management

Customer focus

Service desk

Education

Tertiary education

Tools

ITSM Tool

Job description

Work schedule: M-F, 6AM to 3PM

Work setup: Hybrid after training

Location: McKinley Hill, Taguig City

Essential duties

Service Management

The CSC team will work with the Client Services Managers (CSM) to conduct activities around nominated Managed Document Services (MDS) accounts to ensure Canon business objectives and customer deliverables are met.

Responsible for the delivery of Canon MDS – Service Management including:

• Support Service Integration through offshore support resources (CSC – Service Management team)
• Support MDS Customers through Canon Service Desk – Resolver Groups including managing service tickets in the Customer’s ITSM Tool.
• Meet and exceed Incident, Request Fulfilment and Problem Management Customer SLAs
• Manage standard changes raised by MDS customers
• Internal escalation management – manage tasks with internal teams follow up to completion.
• Work with relevant Canon departments to coordinate key information, deliver seamless processes and ensure data accuracy.
• Assist with the preparation of monthly customer performance reporting including;
• Assist CSM with monthly MDS reporting which may include producing manual reports using invoice data, other data sources, produce graphs and analytical summaries.
• Assist with fleet management – support IMACD requests.
• Complete account reconciliations to ensure data accuracy.
• Raising and monitoring incidents within Canon's ITSM system for tracking and reporting.
• Ensuring high levels of customer satisfaction and meeting service levels.
• Remotely monitoring product statuses and resolving issues.
• Maintain an accurate asset register and run service reports.

Service Desk Roles

• Incident Management - Canon manages the lifecycle of service incidents, from diagnosis to resolution, while providing updates and closing resolved cases in the Customer's ITSM Tool.
• Request Management - Canon processes standard changes like IMACD efficiently and handles non-standard requests, such as complex projects or off-hours support, following structured approval workflows.
• Problem Management - Canon identifies and investigates recurring issues, collaborating with stakeholders to implement corrective actions, document resolutions, and drive continuous improvement.
• uniFLOW Online Support (uFOL) – Managing subscriptions and standard changes such as updating IMACD details for hardware changes in the tenant.

Customer Focus

• Drive a professional internal and external Customer Focused’ culture within own business area and the organisation.
• Develop an in-depth understanding of the customer’s company objectives and MDS customers. decision making processes, in order to leverage revenue from the relationship and promote Canon as a quality outsource supplier.
• Develop thorough understanding of the Client Service Coordinators role and responsibilities, and the ability to support all tasks required to deliver the services.
• Develop a business plan for each account (where relevant) and communicate progress to Operations Supervisor monthly.
• Establish and maintain key customer relationships through effective communication.
• Provide management and direction to the team ensuring contractual and service level agreement objectives are achieved consistently.
• Assist with the preparation of monthly customer performance reporting.
• Manage escalations raised by Canon MDS team or within the Client Service team
• Drive monthly/quarterly meetings and key customer steering committees (as relevant).
• Attend key customer meetings.
• Provide feedback to supervisor to ensure they are regularly updated on customer performance against KPIs.
• Oversee the effective and timely management of customer issues raised through Canon’s Helpdesk (where required).
• Promote the ESI/CSI surveys to the team and customer/s (where required), and implement improvements and outcomes on the site.
• Identify operational issues and work with Canon MDS team to develop solutions.
• Implement process improvements to enhance efficiency and service quality.
• Ensure that the team is adequately staffed to handle all BAU tasks for Service Ticketing.
• Assist Business Development Manager with the renewal of contracts and ensure they are regularly updated on customer account performance.

Leading People

• Ensure direct reports can identify and link Canon’s Purpose, Vision, Mission, Goals and Values, to their area of the business.
• Guide and motivate the team to take actions and behave in ways that support Canon’s Vision, Mission, and Values.
• Drive the team performance for a much favourable CSC Satisfaction Survey and VOC result.
• Recruit and retain a strong team, ensuring direct reports understand the expectations of their role and are motivated to meet and exceed expectations.
• Manage or assist with team staffing requirements and rosters.
• Ensure regular team meetings are conducted by self and direct reports to ensure sharing of information to all parts of Canon.
• Ensure regular one-on-ones are held with direct reports and that development plans are regularly discussed and updated.
• Promote and drive reward, recognition, and feedback throughout the sites, actively supporting organisation programs, recognising direct report contributions, and providing regular constructive feedback to direct reports.
• Ensure half year and annual performance appraisals (including development plans) are conducted by self and direct reports and completed on time.
• Instil a high-performance culture within the team and ensure that poor performance is addressed and resolved.
• Promote and drive learning and development opportunities throughout the site/s, actively supporting organisation learning initiatives and programs.
• Drive the development and implementation an ongoing succession and talent management plan for the Account/site that includes identifying talent, potential successors, next role, training and development requirements, responsibilities, and time frame.

Operations Management

• Manage all aspects of operational service to the customer/s, ensuring contractual and service level agreement objectives exceed expectations.
• Ensure service excellence through innovation, quality assurance and business process reviews.
• Review Scorecard and monthly report monthly with supervisor.
• Develop an engagement action plan (that is reviewed and updated regularly), identifying additional actions to personally take to improve your direct reports and Account/site’s engagement index score.
• Ensure the timely and accurate submission of monthly customer reports including variance reporting (as required).
• Ensure Steering Committee and all other contractual reporting obligations are met and exceeded as required.
• Assist supervisor to set customer budgets to meet all site contractual and investment requirements.
• Ensure all expenses and other costs are managed within the Account/site as per Delegated Financial Authority policy.
• Ensure accurate invoices against customer contracts, contract variations, and additional work request obligations.
• Ensure projects are successfully implemented (including handover to business as usual).

Qualifications

• Tertiary education
• Understanding of ITIL methodology
• Experience in ITSM
• A proven track experience in managing services/clients.
• A high level of team and people management experience.
• Strong experience in developing effective client relationship and delivering service within contract requirements.