Service Desk Lead: Drive Incident Excellence & Growth

Infosys BPM Philippines; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive salary package

Quarterly bonus

24 annual leaves

HMO coverage

Life Insurance

Career development

Learning & Development trainings

Work-life balance

Inclusion & Diversity

Great Place to Work Certified

Job summary

Infosys BPM Philippines is seeking a Service Delivery Manager who will oversee the performance of services for clients, ensuring SLAs are met and client expectations are exceeded. You will manage critical user incidents, escalations, and service reviews to sustain delivery predictability.

You will monitor SLAs, guide the Service Desk team, and drive continuous improvements through KM practices, training, and process enhancements to support contract commitments.

Qualifications

• Experience in service delivery and client-facing roles.
• Understanding of SLAs and service reviews.
• Familiarity with ITIL principles is a plus.

Responsibilities

• Ensure that practices and processes exist, are standardized and repeatable, and continually improving with business cases to support team activities.
• Ensure that the Service Desk team uses knowledge management tools to provide effective service.
• Monitor team SLAs/KPIs, take actions, evaluate accordingly and delegate properly.
• Implement resource deployment and ongoing monitoring to ensure budget and pricing compliance.
• Address behavioral or attendance issues and take corrective actions.
• Conduct daily monitoring through remote barging, side-by-side, or recorded calls.
• Provide real-time feedback to Service Desk agents on performance.
• Identify training needs and implement competency development across domains.
• Implement career development and succession plans for direct reports.
• Monitor dashboards, conduct daily huddles, and drive SLA reviews to ensure delivery predictability.

Skills

Interpersonal skills

Client relationship management

SLA/ contract awareness

Leadership/people management

Incident management

Knowledge management (KM)

Reporting & analytics

Risk awareness

ITIL v4 (plus)

Job description

Infosys BPM Philippines is seeking a Service Delivery Manager who will oversee the performance of services for clients, ensuring SLAs are met and client expectations are exceeded. You will manage critical user incidents, escalations, and service reviews to sustain delivery predictability.

You will monitor SLAs, guide the Service Desk team, and drive continuous improvements through KM practices, training, and process enhancements to support contract commitments.