Oversee the operations of the outsourced service desk. Work with the vendor
to deliver the committed service level agreements. Conduct regular vendor
performance reviews and address and/or escalate vendor issues to the appropriate
Develop and maintain the service request, incident and problem management
processes across the departments. Resolve process issues, assess compliance and
initiate process improvements. Develop and manage key performance and process
metrics, aligned with group TMS targets. Issue report on actual performance
Acts as the escalation point of users and user stakeholders. Oversee the
coordination and resolution high severity incidents and problems, including
stakeholder management and user advisories.
Oversee the operations of the managed printing services and Main Records
Management Unit. Work with the vendor to deliver the committed service level
agreements. Conduct regular vendor performance reviews and address and/or
escalate vendor issues to the appropriate body.
Ensures applications systems supporting service desk and managed services
operations and maintained properly (updated and configured properly)
Oversee the operations of asset management for end-user support and
productivity assets (hardware and software). Ensure request for asset
procurements are processed on timely basis and unissued assets are protected in
Maintain an updated inventory of the assets and ensure the good working
conditions of assets. Process the decommissioning/retirement of assets, as per
Oversee efficient and effective deployment of assets to users. Oversee
adoption management and facilitates user training.
Oversee the periodic renewal of licenses. Coordinate the processing with
end-users (owners) and vendor
Develop and maintain asset management process and inventory management
Evaluate, recommends and implement tools to enhance user productivity.
Provide inputs to annual budget and rate rebasing specifically for cost
components under the section. Ensure timely availment of budget items.
Process procurements of OPEX and CAPEX items
Manage vendor performance. Develop and monitor Service Level Agreements with
Recommend staffing requirements of the section, working with the team to
plan and prioritize workloads, set objectives, coach, conduct appraisals and
support to continually improve the team’s performance and results.
Recommend, oversee and facilitates training, calibration, and coaching
Manages project deliverables, scope and expectations actively communicates
and engages with stakeholders, project sponsors and project steering
Interfaces independently with all functional and business area/groups
affected by the project, including project stakeholders, project sponsors and
Provides input and participate in the disaster recovery and business
continuity management activities
Identify, manage and mitigate risks associated with assigned
Work Experience: 5 year/s
Salary: ₱0 - ₱0
Graduate of BS IT or related courses
At least 5 years demonstrable experience and evidence of success in an
information management role with multiple stakeholder groups
Knowledge and experience of service desk operations, end-user computing.
Knowledge on applications development, service management and infrastructure
Training and experience in ITIL
Experience in commissioning services from third parties and managing
relationships with suppliers and contractors