Service Desk Transformation Lead | AI & Automation

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

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.