Service Desk & IT Operations Director
Director – Service Desk & IT Service Operations We are looking for a senior IT Service Desk / IT Service Operations leader to oversee global service delivery, people leadership, governance, and technology transformation. Key Responsibilities Lead a globally distributed Service Desk / IT Operations organization, expected to reach approximately 44 FTEs in 2026. Own end-to-end SLA, KPI, service performance, governance, and operational excellence. Lead and develop high-performing teams across multiple geographies and time zones. Manage vendors, budgets, financials, risks, and operational controls. Drive ITIL-aligned service management and continuous improvement initiatives. Partner with technology and business leaders on AI, automation, self-service, and digital workplace transformation. Oversee and optimize CCaaS / omnichannel support technologies , including voice, chat, email, and virtual assistants. Serve as a senior escalation point and strategic partner to executive stakeholders. Key Requirements Strong Director / Head-level experience in Service Desk, IT Service Operations, ITSM, or End User Services. Proven experience leading large, globally distributed teams . Strong understanding of Service Desk operations, ITIL, SLA management, and global governance . Experience with CCaaS platforms such as Genesys, NICE, Cisco, or equivalent. Strong vendor management, financial management, and risk/governance experience. Exposure to AI-driven service management, automation, chatbots, virtual agents, and Agentic AI is highly preferred. Strong executive communication, stakeholder management, and transformation leadership skills. If you are interested, send your CV to src37@adirecruitment.com Pay: Php250,000.00 - Php400,000.00 per month Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-09-08, источник — Indeed.