Service Desk Director Delivery (Hybrid)

Job Title: Director Delivery Consulting (Service Desk)/ Service Desk Director Delivery
Job Category: Senior Management
Job Type: Permanent Full Time
Work Location/ Set-up: Taguig/Hybrid
Work shift: Mid Shift/Graveyard Shift
Budget: PHP 250,000

Required: 10 years in Service Desk LOB; 5 years as a Director or any equivalent level

Position Description
These Terms of Reference apply for the role of Director Consulting. As your role develops and additional clients are brought on board your role may also include support of those clients. Where this is the case, it is possible that you may report through to multiple line managers. As a result, this TOR will be updated to reflect this and any change to your role responsibilities that may occur.These Terms of Reference apply for the role of Director Consulting. Your role may be shared across engagements with similar project and skill requirements.
Your future duties and responsibilities
For assigned clients (existing and new), act as Account Manager (CPMF) to:

Business Development and Opportunity Management

Meet with assigned clients on a regular basis to understand their needs, requirements and expectations, and lead interactions around delivery, operations, sales and eventsGrow the sales funnel by proactively identifying and growing opportunities and new business addressing client needs based on our expertise and knowledge of market trendsParticipate in (sub-BU) Business Development team meetingsIdentify, organize and participate in VIP meetingsBring to the client the knowledge of the entire company offerings and capabilitiesHold CSAP and OSAP meetings as per BU planLead proposals and contribute to the design and write-upManage the sales funnel and keep sales info up-to-date
Contributing to the company

Support marketing campaign efforts by the industry leaderIncrease industry knowledge of team membersShare experience and results with (BU) membersCommunicate client feedback on the company performance (CSAP) to team members
? For assigned client, act as Engagement Manager (CPMF) to:

Delivery

• Perform mandates as consulting specialist or project manager, in order to maintain a continuous presence with assigned clients and stay familiar with client's orientations and business requirements

Delivery Management

Oversee and ensure the successful delivery of all services rendered to clients including services delivered locally and by other delivery BUsEngage in governance and program/project committeesManage interactions and negotiations with client on scope of delivery and scope changesPerform engagement health checks and proactively take actions to ensure engagement successFoster innovation and shape, develop and/or improve the company solutions and services for client benefit and company's profitable growth
Contributing to the company

Run synergy sessions and use the outcome to improve the quality of servicesLeverage project deliverables to form the basis of re-usable approaches and methodologiesShare experience and results with (BU) members
For assigned members act as a leader in performing MPMF activities:

Team Building

Plan resource requirements and recruitment needsIdentify, interview and select candidates & hire new membersEnsure proper orientation and integration of new membersHold team meetings with members, as may be necessary, ensuring valuable open dialogueFoster an environment where members have ownership and accountability in the team resultsShare and discuss transparently on results to support engagement and entrepreneurshipEncourage members to share knowledge and experienceHold MSAP meetings and ensure execution of action plans
Member Development

Encourage members to take ownership of their own career developmentDrive performance and engagement by setting challenging objectives and giving stretching developmental assignmentsEnsure continuous and effective management of performance through ongoing dialogue, follow up and timely completion of performance evaluationsEnsure creation and execution of Personal Development Plans and Performance Improvement PlansDevelop members by giving them the opportunity to participate in the life of the company (e.g. proposals, synergy sessions, community of practice, training) For assigned scope of operations:

Management Framework

• Ensure application of all relevant Company Frameworks (BUMR, OMF, CPMF, BEMF, CMF)
Financial Management

Balance the operational excellence of managing the bottom line with the intrapreneurship to grow the top lineMonitor WIP and ensure timely production of invoices to assigned clientsMonitor A/R and ensure timely payments by clientsMonitor alignment between billable rates and salariesEnsure on time/accurate weekly time reporting
Resource Management

Plan and manage member assignment to ensure high utilizationManage rates and gross margin across team membersConstruct a team, utilizing externals only as necessary for subject matter expertise or when client mandated
Soft Skills Target
Demonstrate an appropriate level of the following Company values through the following:
Quality and Partnership – ensure all assigned deliverables are completed at a high level of qualityIntrapreneurship and Sharing – collaborate with team members in exhibiting ownership through extending and taking up responsibilities above and beyond the documented TOR if needed, as well as fostering a positive work environmentRespect –professionalism and proper decorum in all official interactions and functionsFinancial Strength – ensure that 100% of timesheets are submitted timely and accurately and any relevant leaves are accurately reported.Objectivity and Integrity
Required qualifications to be successful in this role
EDUCATION, SKILLS TRAINING AND EXPERIENCE

Education
• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree in any field.

Knowledge and Skills
Client Relationship and Business DevelopmentKnowledge of client, industry and marketKnowledge of all the company services, offerings and capabilitiesRelevant business development and sales tools and techniques Service DeliveryRelevant project management and delivery tools and techniques
Team and Member Management
• Relevant HR and recruitment policies and tools
Operations Management
• Relevant financial and contractual policies and tools
Development of Expertise
• Relevant knowledge in own field(s) of expertise
Skills
Personal Skills
Self-awarenessPersonal developmentEmpathy and social awarenessEffective prioritizationTime management
Interpersonal Skills
Active listening and questioningOral and written communicationsPresentation skillsNegotiation skillsInfluencing and persuasionConflict managementChange enabling
Client Relationship / Business Development
Using BD and sales tools and techniquesNetwork and relationship buildingBuilding trust and credibilitySolution developmentInnovation and creativityProposal development
Service Delivery
Using PM and delivery tools and techniquesProject managementRisk managementIssue managementContinuous improvement
Team and Member Management
Using HR and recruitment policies and toolsObjective settingConstructive feedbackDelegation and motivationCoaching and mentoringCompetency and value based interviewing
Operations management
Using financial and contractual policies and toolsContract managementFinancial management
Experience
• Previous IT Support / IT Service Desk experience.

Others
Willingness to work in shifts.Must be flexible with the ability to adapt to changes quickly and think conceptually
Security Responsibilities
All members shall be responsible for the security of the information that they use or manage and shall ensure that appropriate measures are taken to preserve its confidentiality, integrity and availability for use.
The following are basic security obligations: Be aware of one's obligation under legislation governing data protection, computer misuse, copyright protection, intellectual property, the retention of public records and the common law;Act with propriety in the use of the business units' Information resources;Familiarize with and conform to the Information Security Policy and related Standards, Guidelines, etc;Report immediately to one's Line Manager and Information Security Officer, any breaches, orsuspected breaches, of the company's Information Security policy.
Confidentiality
• As a Director, you will have access to information of confidential nature. You will be expected to maintain that confidentiality. You should ensure that confidential documents are kept under lock and key and that electronic versions are secured as well.

Authority
• You do not have any authority for member expenses, overtime or third-party invoices unless specifically delegated by service management teams.

Performance criteria
• You will be assessed on the success in your role according to your achievements against these Terms of Reference and your performance against Performance Indicators.

Administrative
• Adherence to all company-mandated responsibilities.

The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed

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Life in the company is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves the company Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Come join our team—one of the largest IT and business consulting services firms in the world.

Skills:

Client Management
Delivery Management
Financial Management
Leadership
Operations Management
Resource Management