Service Desk Manager (IT Service Desk BPO) |

Recruitify_HR; Taguig; On-site; PHP 1,421,784 - 1,703,016; Full time

Job summary

A leading BPO service provider seeks a Service Desk Manager to oversee IT service delivery in the Taguig area. The ideal candidate will have over 10 years of experience, including 5-6 years in a managerial role, and be skilled in handling multilingual teams and client accounts. This role requires strong governance in service management and a commitment to improving customer satisfaction while maintaining financial performance. Night shift work is required.

Qualifications

• 10+ years of relevant experience in IT service delivery.
• Proven management skills with at least 5-6 years as a manager.
• ITIL trained or certified, ensuring best practices in service management.

Responsibilities

• Coordinate delivery of services for key clients.
• Act as a bridge between the client and operational delivery teams.
• Govern all areas of services including incident and change management.

Skills

Multilingual handling

BPO Service Desk management

Financial management

Client account handling

Education

Vocational Diploma or Bachelor's Degree

Job description

Description / Requirements

Job Title: Service Desk Manager (IT Service Desk BPO)

Category: Service Desk / End User Services

Work set up: Amenable to work in Taguig and Pasig / 100% RTO

Work shift: Nightshift

Salary budget: PHP 140,000

Experience: 10+years

The role of the Service Delivery Manager (SDM) is responsible for co‑coordinating the delivery of services for key clients. The SDM plays a vital role in creating long‑term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.

Requirements

• Experience in handling multilingual
• At least 5-6 years as a manager
• Solid experience handling BPO Service Desk accounts
• ITIL trained or certified
• Experience in handling financials (profit and loss)
• With experience handling client accounts
• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelors/College Degree in any field.