Senior Operations Manager - Service Desk (BGC, Taguig)

TASQ Staffing Solutions; Taguig; On-site; PHP 1,000,000 - 1,600,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

24 Leaves Annually

Job summary

A staffing solutions company is looking for a Senior Operations Manager for their service desk operations in Taguig. The ideal candidate will have 4-5 years of experience managing operations, especially in BPO/BPM environments, and must be amenable to on-site work and shifting schedules. The role includes developing operational plans and supporting the transition team. Competitive benefits include HMO and performance bonuses.

Qualifications

• 4 to 5 years as an operations manager with experience in help desk/service desk operations.
• 6 years minimum BPO/BPM experience.
• Must have managerial leadership experience.
• Amenable to working on-site in BGC.
• Amenable to work in shifting schedules.
• Able to start ASAP.
• Preference to ITIL-certified candidates.

Responsibilities

• Develop plans and coordinate technology requirements.
• Provide resources for process definition and documentation.
• Input operations perspective to the SOW.
• Plan and monitor resource deployment.
• Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for his specific process(es) in order to ensure budget & pricing assumptions compliance.

Skills

Operations management

Help desk/service desk operations

Managerial leadership

ITIL certification

ITIL (preferred)

Job description

Senior Operations Manager - Service Desk (BGC, Taguig)

About the job (Onsite)

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• 24 Leaves Annually

Requirements

• 4 to 5 years as an operations manager with experience in handling help desk/service desk operations
• 6 years minimum BPO/BPM experience
• Must have managerial leadership experience already.
• Amenable to working on-site in BGC
• Amenable to work in shifting schedules
• Able to start ASAP
• Preference to ITIL-certified candidates

Responsibilities

• Develops plans, identifies people, and coordinates infrastructure and technology requirements with the transition team for the specific process(es) in order to deliver on the target delivery model.
• Provide resources to the transition team to finalize the process definition & documentation and sign off for the specific process(es) within his/her purview in order to finalize the to-be process.
• Provides inputs from an operations perspective to the SOW in order to complete the contractual process.
• Provides inputs on the training/certification methodology to the transition team in order to ensure the right skilling on engagement.
• Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for his specific process(es) in order to ensure budget & pricing assumptions compliance.