Service Desk Transformation Consultant

Gratitude Philippines; Quezon City; Hybrid; PHP 892,800 - 1,339,200; Full time

Benefits offered by this job

Competitive salary and benefits

Hybrid work setup

Opportunity to work with cutting-edge AI solutions

Job summary

A leading BPO company in the Philippines is seeking a Service Desk Transformation Consultant to lead transformation initiatives for Service Desk operations. The ideal candidate will have extensive experience in IT Service Desk and prior consulting experience, particularly in automation. You will leverage AI technologies to improve service delivery and drive process improvements within the team. This role offers competitive salary, benefits, and a hybrid work setup based on business needs.

Qualifications

• 6–8 years of experience in IT Service Desk operations.
• Prior consulting and automation experience is required.
• Familiarity with GenAI models and AI frameworks preferred.

Responsibilities

• Lead Service Desk transformation and automation initiatives.
• Provide consulting solutions and presales support where required.
• Drive process improvements within BPO Service Desk operations.

Skills

Service Desk transformation

Automation initiatives

AI technologies

Cross-functional collaboration

Education

Bachelor’s/College Degree in IT

Tools

Generative AI

Machine Learning

Natural Language Processing

Job description

Description

We are looking for a skilled Service Desk Transformation Consultant to drive transformation initiatives for our Service Desk operations. You will collaborate with cross‑functional teams, design solutions, and leverage AI technologies to improve service delivery and automation.

• Lead Service Desk transformation and automation initiatives.
• Provide consulting solutions and presales support where required.
• Collaborate with cross‑functional teams and communicate AI concepts to non‑technical stakeholders.
• Implement and optimize AI frameworks including Generative AI (GenAI), Machine Learning (ML), and Natural Language Processing (NLP).
• Drive process improvements within BPO Service Desk operations.

Requirements

• Bachelor’s/College Degree, preferably in IT.
• 6–8 years of experience in IT Service Desk operations.
• Prior consulting and automation experience is required.
• Presales/solution experience is a plus.
• Familiarity with GenAI models, ML, NLP, and AI frameworks preferred.
• BPO experience is required.

What We Offer

• Competitive salary and benefits.
• Hybrid work setup (subject to business requirements).
• Opportunity to work with cutting‑edge AI solutions in IT Service Desk transformation.