SLA-Driven Service Desk Manager

Capgemini Philippines Corp.; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Capgemini Philippines Corp. is seeking a service delivery leader to oversee the successful delivery of services, ensuring SLAs are met and client relations are strong.

You will escalate operational issues, drive consistency across teams, and continuously improve delivery methods to meet evolving business needs. You will manage resources, maintain staff morale, and foster strong working relationships with Capgemini and client stakeholders, driving staff development and engagement across multiple

Qualifications

• Strong people management capabilities including coaching and development of team members.
• Ability to liaise with client and senior management representatives confidently.
• Excellent written and verbal communication across all levels of the organization.
• Solid IT literacy and familiarity with common software tools.
• Excellent organization, accuracy and ability to meet tight deadlines.
• Attention to detail in data and reporting.
• Capable of working under pressure and meeting competing priorities.
• Ability to multitask and assume additional roles as needed.
• Positive attitude towards change and process improvements.

Responsibilities

• Overall responsibility for the successful delivery of services, working to agreed SLAs
• Liaise closely with key contacts to ensure excellent relations are established and maintained within your area of responsibility, both within Capgemini and client contacts
• Act as a point of escalation for operational issues escalated by Team Leaders and Capgemini service contacts
• Provide consistency across teams in the delivery of services ensuring Capgemini processes and procedures are implemented and adhered to
• Ensure that the services provided by the teams are continually revised, improved and evolved to meet new delivery methods, practices and business requirements
• Manage available resource levels and seek to improve utilisation whilst maintaining staff morale
• Develop, manage and maintain effective working relationships with all service contacts including: Capgemini Account Managers, Capgemini Transition Managers, Capgemini Service Delivery/Client Managers, Key contacts within the client organization, Capgemini and client support teams and Third Party support teams
• Provide a well-structured and open working environment in which Team Leaders are service focussed, motivated and feel encouraged to take on new challenges, improve service delivery and develop their skills
• Conduct effective staff management of Team Leaders to ensure their development needs are met
• Be aware of the commercial arrangements for invoicing clients
• Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved

Skills

People Management

Client liaison

Excellent communication

Good IT knowledge

Organizational skills

Attention to detail

Under pressure

Multitasking

Change management

Job description

Capgemini Philippines Corp. is seeking a service delivery leader to oversee the successful delivery of services, ensuring SLAs are met and client relations are strong.

You will escalate operational issues, drive consistency across teams, and continuously improve delivery methods to meet evolving business needs. You will manage resources, maintain staff morale, and foster strong working relationships with Capgemini and client stakeholders, driving staff development and engagement across multiple