Senior Operations Manager - Service Desk (BGC, Taguig)

About the job: Senior Operations Manager—Service Desk (BGC, Taguig) | Onsite

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually

Requirements:

• 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.

Responsibilities:

• 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.