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Title:  Global Service Desk Process and Delivery Manager

Job ID:  79819
Country:  Philippines
City:  Taguig
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Taguig, 00, PH, 1634


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.


Job Segment: Service Desk, User Experience, Relationship Manager, Service Manager, QC, Customer Service, Technology, Quality

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