Senior Operations Manager - Service Desk
- Taguig City, Metro Manila
- Permanent
- Full-time
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
- 24 Leaves Annually
- 4 to 5 years as an operations manager with experience in handling help desk/service desk operations
- 6 years minimum BPO/BPM experience
- Must have managerial leadership experience already.
- Amenable to working on-site in BGC
- Amenable to work in shifting schedules
- Able to start ASAP
- Preference to ITIL-certified candidates
- Strong requirement for service desk background.
- Develops plans, identifies people, and coordinates infrastructure and technology requirements with the transition team for the specific process(es) in order to deliver on the target delivery model.
- Provide resources to the transition team to finalize the process definition & documentation and sign off for the specific process(es) within his/her purview in order to finalize the to-be process.
- Provides inputs from an operations perspective to the SOW in order to complete the contractual process.
- Provides inputs on the training/certification methodology to the transition team in order to ensure the right skilling on engagement.
- Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for his specific process(es) in order to ensure budget & pricing assumptions compliance.