Service Desk Team Lead

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

About the role

Responsible for managing the performance of services to clients, ensuring that service levels are achieved in line with contracts and that client expectations are exceeded. Manages critical user incidents associated with customer communication, activities and appropriate escalations. Builds service relationships with customers and conducts service reviews for key customers. Reviews performance reports, service improvements, service quality and processes. Attends daily, weekly, and monthly reviews with clients as necessary. Prepares the service quality plan, manages team, ensures process compliance, resolution of escalations, and KM compliance with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis.

Key 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 is fully using appropriate knowledge management tools and practices to provide effective and efficient service to customers
• Monitor team SLAs/KPIs, take actions, evaluate accordingly and delegate properly
• Implement resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring to ensure budget and pricing assumptions compliance
• Issue corrective action as needed for behavioral or attendance issues
• Conduct daily monitoring through remote barging, side by side, or recorded calls
• Provide real time feedback to Service Desk agents on performance and behavioral issues
• Identify training needs and ensure training implementation to ensure competency development across domain, operations and behavioral
• Implement career development and succession plan for direct reports to ensure sustainable employee engagement and motivation
• Monitor daily dashboards, conduct daily huddles, facilitate weekly SLA review with team, and provide guidance and support to ensure delivery predictability

About you

• Possess excellent interpersonal skills to effectively manage the team and deliver expected outcomes
• Demonstrate basic awareness of cost elements to understand implications on own area of work
• Show broad understanding of complaint handling guidelines and procedures to resolve and/or elevate relevant issues
• Demonstrate broad knowledge of contractual SLAs and how they relate to performance to deliver according to client expectations
• Exhibit working knowledge of staffing practices at the shift level to manage staffing to meet day to day needs
• Demonstrate thorough grasp of quality procedures and techniques needed to deliver consistent process performance
• Show working knowledge of various reporting requirements sufficient to generate accurate reports and highlight issues
• Demonstrate sound understanding of process performance measurement and tracking requirements used in day-to-day operations
• Exhibit basic understanding of risk and liability factors associated with the process
• ITIL V4 certification is a plus

WHAT WE OFFER:

At Infosys BPM Philippines, we are committed to providing a supportive and rewarding work environment, including:

• Competitive salary package
• Quarterly Performance Bonus
• 24 annual leaves
• HMO and Life Insurance coverage for employees and 2 eligible dependents upon hire
• Career development opportunities and fast-track progression
• Learning and Development trainings
• A fair work-life balance
• Inclusion and Diversity initiatives
• Great Place to Work Certified

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.