Job title: Service Delivery Manager - Omnichannel Service Desk

Job Category: Business Consulting & IT Strategy

Work setup: Onsite in Taguig

Work shift: Night shift

Salary: PHP 90,000 - 110,000

Non-negotiables:

• Candidate must be a college graduate with a Bachelor’s degree.

• Minimum of 3 years of experience as an Operations Manager within an omnichannel Service Desk environment, with proven experience managing multilingual teams.

• Proven experience in managing Profit & Loss (P&L) and overall financial performance.

• ITIL certification is required.

Position Description:
. Build a good relationship with key client staff.

. Successful service delivery through SLA achievement and high CSAP/OSAP scores.

. Monitor end to end performance of services

. Communicate effectively around issues and opportunities.

. Collaborate with senior management on client account management and growth.

. Ensure operations teams are aware and prepared of changes.

. Build service reports and sponsor service delivery meetings.

. Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.

. Remove all obstacles to customer satisfaction and / or financial performance.

. Communicate across organizational boundaries from all levels.

. Looking out for client's and CGI's long term interests

. Run service improvements if service delivery is not meeting client expectations.

. Work with the client and operations teams to proactively identify service improvement activities.

. Be accountable for and contribute to the overall performance of the project delivery.

. Follow best practices as defined in the CPMF.

. Create and maintain the project's Financial Status Reporting with high quality.

Other responsibilities include:

. Work in partnership with local management, colleagues and clients at all levels to ensure requests are

resolved to the satisfaction of the customer.

. Follow agreed escalation procedures.

. Support requirements assigned by the Director or above

. Advise people manager of planned/unplanned leaves as below:

Vacation leave – at least 14 days in advance of planned leave date

Sick leave at least two (3) hours prior to the start of the shift. A member, when using sick

leave, must notify his manager (or next higher ranked manager) via a phone call to the

manager's direct office line or mobile phone within the prescribed lead time.

Notification process during critical days should be followed.

. Maintain quality standards in accordance with agreed metrics.

. Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.

. To submit necessary service delivery reports.

. Provide support to multiple Clients as necessary

. Ensure feedback is given to member or relevant people manager if potential issues are detected.

. Ensure feedback is given to member or relevant people manager if process improvement measures

can be implemented.

. Ensure initiation of or attendance at planned meetings.

. Ensure project and local team processes are implemented and followed.


Pre-screening notes:

• How many years of experience do you have as an Operations Manager?

• How many years of experience do you have managing an Omnichannel Service Desk?

• Describe your experience managing multilingual Service Desk teams?

• Do you have experience managing Profit & Loss (P&L)?

• Are you ITIL-certified?

• How much is your last drawn salary?

• How much is your salary expectation?

• Are you amenable to working onsite setup in Taguig with a night-shift schedule?

• When are you available to start once hired?