Service Desk Excellence Lead

INFOSYS BPM LIMITED Philippine Branch; Philippines; On-site; PHP 500,000 - 900,000; Full time

Benefits offered by this job

Competitive salary package

Quarterly Performance Bonus

24 annual leaves

HMO and Life Insurance coverage for_em

Career development opportunities and 1

Job summary

Infosys BPM Philippines is seeking an experienced Delivery Supervisor to manage service performance for key clients, ensuring SLAs are met and client expectations are exceeded. You will lead a Service Desk team, review performance, and drive continuous improvements across processes, with a focus on delivery predictability and client satisfaction.

The role emphasizes strong interpersonal skills, stakeholder management, and adherence to ITIL frameworks, with opportunities for career development

Qualifications

• Excellent interpersonal and client-management skills.
• Good understanding of cost elements relevant to delivery.
• Familiarity with incident management, escalation, and escalation guidelines.
• Solid grasp of SLA concepts and how they drive performance.
• Experience in staffing within shift patterns and cross-training.
• Knowledge of quality assurance practices and performance measurement.
• Experience generating and interpreting reports to highlight issues.

Responsibilities

• Ensure standardized, repeatable processes with business cases for improvement.
• Utilize knowledge management tools to provide efficient service to clients.
• Monitor SLAs/KPIs, take action, and delegate where appropriate.
• Plan resource deployment and monitor budget/pricing assumptions.
• Address behavioral or attendance issues through corrective action.
• Conduct daily monitoring via calls and provide real-time feedback to agents.
• Identify training needs and implement competency development across teams.
• Develop career progression plans for direct reports to sustain engagement.
• Oversee daily dashboards, run daily huddles, and support SLA reviews with clients.

Skills

Interpersonal skills

Client relationship management

SLA & KPI awareness

Staffing and shift management

Quality procedures

Reporting and analytics

Risk awareness

ITIL V4 awareness

Tools

Knowledge management tools

Job description

Infosys BPM Philippines is seeking an experienced Delivery Supervisor to manage service performance for key clients, ensuring SLAs are met and client expectations are exceeded. You will lead a Service Desk team, review performance, and drive continuous improvements across processes, with a focus on delivery predictability and client satisfaction.

The role emphasizes strong interpersonal skills, stakeholder management, and adherence to ITIL frameworks, with opportunities for career development