Service Desk Assistant Manager

Summary/Description

Prepares the service quality plan, manages team, ensures process compliances, resolution of escalations, KM Compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies and norms of the organization.

Job Responsibilities

• Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview in order to enable the manager finalize the To-Be process.
• Prepares the service quality plan including the quality control, assurance and improvement at his / her process level in order to create a comprehensive quality program for the specific process.

• Implements corrective actions based on review, monitors and controls billing losses, reduces buffer in order to meet financial objectives.
• Prepares / signs off on the KRAs / deliverables of the team in order to meet the operational objectives of his / her team.
• Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for his specific process in order to ensure budget & pricing assumptions compliance.
• Diagnoses the gaps in the existing process, identifies opportunities for improvement and implements the re-engineering initiatives in order to meet client and internal commitments on a continuous basis.
• Participates in specific internal and external governance activities by adhering to the governance models applicable at a process level in order to sustain delivery predictability.

• Review service desk process timings, plan for resources and create shift roster, handle un-resolvable issues or escalate Core Support team, monitor efficiency and suggest improvements in order to conduct service Desk operations smoothly.
• Implements the improvement plan in order to enhance customer satisfaction.

Key Qualifications: (Optional: Minimum of 5 years experience)

• Exhibits a basic understanding of the risk and liability factors associated with his/ her process sufficient to ensure that his performance does not lead to risks or liabilities for firm / client.

• Applies broad understanding of the client business and key metrics to enhance effectiveness of own process.
• Applies working knowledge of planning techniques to ensure adherence to day-to-day schedule needs.
• Applies working knowledge of the IT infrastructure needed to manage the deployment of a given process.
• Demonstrates working knowledge of principles of control measures to implement them in own area of work and prevent misuse.
• Shows basic understanding of specific change management processes relevant to own work area sufficient to incorporate these into daily operations.

• Exhibits sound understanding of process performance measurement and tracking requirements used in day to day operations (quality/turnaround time/ productivity/ abandon rates etc.) needed to provide the required data on performance.
• Applies working knowledge of risk mitigation practices to identify and manage the risk and liabilities associated with own process.
• Shows basic awareness of the specific processes related to Transition Methodology to contribute to the overall transition deliverable with guidance.
• Creates opportunities for team to pilot new ideas to completion; backs them up in the event of a mistake/failure.
• Leverages knowledge of processes /work outputs to identify areas for continuous improvement to deliver superior results.

• Identifies areas of strengths and development for own team members, provides feedback, gives priority to coaching on specific task and drives excellence through enhancing team capability. Sets the right precedent in conduct and work execution, recognizes and praises effort openly, makes decisions with transparency takes into account team opinions.
• Looks at data from multiple sources and integrates data/inputs in a manner to build cause effect linkages to arrive at key issues. Uses understanding of the problem to arrive at multiple solution alternatives keeping in mind the various stakeholders to arrive assess the pros and cons of all the alternatives to arrive at the optimal solution.
• ITIL Service Delivery qualification is preferable.
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (ALABANG).

• Able to start ASAP