Service Desk Transformation Consultant

Bravissimo Resourcing Inc.; Quezon City; Hybrid; PHP 892,800 - 1,339,200; Full time

Job summary

A consulting firm in the Philippines is seeking an experienced Service Desk Transformation Consultant to enhance their operations through process optimization and technology integration. The role involves leading transformation roadmaps, designing automation solutions, and effectively communicating AI concepts to various stakeholders. Ideal candidates will have extensive IT Service Desk experience, strong consulting expertise, and familiarity with emerging technologies like Generative AI and Machine Learning. Flexible work hours and a hybrid setup may apply.

Qualifications

• 6-8 years of IT Service Desk experience in BPO.
• Prior experience in consulting and automation.
• Experience with Generative AI and Machine Learning preferred.

Responsibilities

• Lead transformation roadmaps for Service Desk accounts.
• Design automation solutions with emerging technologies.
• Communicate AI concepts to stakeholders effectively.

Skills

IT Service Desk experience

Consulting expertise

Automation solutions design

AI knowledge

Collaboration skills

Education

Bachelor's/College Degree in IT

Job description

Service Desk Transformation Consultant

Bravissimo Resourcing Inc. | Hybrid | Quezon City

We are seeking an experienced and visionary Service Desk Transformation Consultant to drive significant process, technology, and service model enhancements for our Service Desk accounts. The ideal candidate will leverage deep IT Service Desk experience, consulting expertise, and cutting‑edge AI knowledge to design and implement innovative automation and transformation solutions.

Key Responsibilities

• Lead and execute transformation roadmaps for Service Desk accounts, focusing on process optimization and technology integration.
• Design and architect automation solutions, including the integration of emerging technologies like Generative AI and Machine Learning.
• Serve as a subject matter expert, effectively communicating complex AI concepts and transformation strategies to both technical and non‑technical stakeholders and cross‑functional teams.
• Support Presales and Solutioning activities by contributing expertise on next‑generation service desk models.

Qualifications:

• Experience in transformation and solutions for Service Desk accounts
• At least 6‑8 years experience in IT Service Desk in BPO
• Prior consulting and automation experience is a must
• Presales/solution experience will be an added advantage
• Experience with Generative AI (GenAI) models, Machine Learning (ML), Natural Language Processing (NLP), and other AI frameworks is preferred.
• Ability to collaborate with cross‑functional teams and effectively communicate AI concepts to non‑technical stakeholders
• Applicants must be willing to work in Eastwood, Libis QC.
• Hybrid setup but will depend on business requirements.
• Applicants should be flexible in working hours.
• Must possess at least a Bachelor's/College Degree, preferably in IT field.

Work setup: Hybrid (3x onsite 2x WFH, depending on the business requirement)