global service desk process and Delivery managerJapan Tobacco International

We're JTI, Japan Tobacco International, and we believe in freedom.
We think that the possibilities are limitless when you're free to choose. We've spent the last 20 years innovating and creating new and better products for our consumers to choose from. It's how we've grown to be present in 130 countries, and how we've grown from 40 to 4,000+ employees in the Philippines since 2009.
But our business isn't just business, our business is our people. Their talent. Their potential. We believe that when they're free to be themselves, to grow, travel and develop, amazing things can happen for our business. That's why our employees, from around the world, choose to be a part of JTI. It's why 9 out of 10 would recommend us to a friend, and why we've been recognized as INVESTORS IN PEOPLE in the Philippines
It's the perfect moment for you to #JoinTheIdea. We're opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.
Global applicants welcome.
Department: Information Technology
Location: Taguig, Philippines
Reporting to: GSD Director
Global Service Desk Process and Delivery Manager
The key purpose of the GSD Process and Delivery Manager role is to drive Global Service Desk (GSD) development to ensure its practices and technologies meet latest standards and best-practices of the shared-services industry. Working closely with the GSD operational managers provide external view and control over GSD services delivery, trigger and coordinate initiatives on service improvement and development.
What will you do?
Processes control and improvements
Control GSD performance to ensure adherence to established processes and procedures - both global IT and internal GSD ones
Generate and consolidate ideas for improvements and better efficiency
Lead implementation of agreed changes
Coordinate GSD Demands consolidation, prioritization and submission, control over their implementations
Act as a key GSD contact for Global IT process owners
Analyze external changes in IT processes and tools, understand their impact on GSD, trigger internal GSD adjustments, coordinate testing on GSD side when required
Ownership over GSD Framework
Ensure that essential elements of the Framework meet GSD changing requirements: Hiring Right People, GSD University, Quality Control, Support Takeover
Trigger the changes, consolidate suggestion, coordinate processes update and framework development
Service delivery control
Lead regular (monthly) GSD Service Delivery Reviews
Perform/lead reflections over GSD performance and trends to generate/consolidate ideas for improvements
Ensure that improvement action plan is maintained and followed
Best-practices implementation
Be up to date with the latest development of service desk industry practices and trends
Challenge the GSD status quo
Bring ideas that are actual and practical for the GSD environment
Lead implementation of the agreed changes
Business Relationship Management & Milestones Coordination
Develop and control adherence to the GSD BRM practices to ensure GSD alignment with other IT Teams and JTI Business
Coordinate GSD contribution with best-practices to other parts of JTI Business (e.g., alignment with GBS)
Consolidate and ensure maintenance of information about upcoming changes/projects/milestones. Control and ensure that the GSD preparation activities are performed accordingly
Who are we looking for?
University degree preferably in the IT area
10 years in IT or Shared Services industry with more than 5 years in a management role.
Proven experience in building and developing modern shared services organization in accordance with industry standards and best-practices, strong controls, and modern omnichannel user experience.
Experienced Service Desk/Shared Service Professional who has mastered:
Customer-centric service organization
Industry standards and best practices,
Essential operational processes, controls and KPIs
Managing user experience in modern omni-channel environment
Business Relationship Management
Practicing Agile methodology and mindset
Strong facilitator and communicator; fluent in English language
Understanding of ITIL concept and processes
With strong Project Management skills
Willing to work in McKinley, Taguig on a hybrid set-up
What's in it for you?
Work at one of our newest JTI office in McKinley, Taguig.
Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
Experience the culture of an Investors in People certified company
Find out why 9 out of 10 employees recommend us to a friend.
Understand why 9 out of 10 employees say they feel free to be themselves.
Japan Tobacco International

Taguig City, Metro Manila
Permanent
Full-time