URGENT: BPO Service Desk Transformation Consultant - With Joining Bonus*

Salary: ₱140,000 – ₱160,000 per month

📣 We’re Hiring: Service Desk Transformation Consultant

👋 Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

💼 Why You’ll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

• Day 1 HMO, Phone Allowance, Data Allowance, Leave Credits

Roles and Responsibilities

• Analyzing data trends (ITSM dump, call records, volumes) and identifying opportunities for automation and expanding additional scope through shift-left strategies

• Manage end-to-end implementation of tools/platforms (ITSM, chatbot, IIVR, RPA, Self-Service) with development teams and vendors. Candidate should have a general awareness of technical requirements and should assist development teams from a functional point of view (providing use cases, etc.)

• Creating As-Is and To-Be workflows for identified use cases

• Development of formal written sales proposals and RFP responses (word/ppt)

• Deliver product presentations and demonstrations, and provide support at external and internal customer-facing events

• Present and differentiate product offerings at a technical level from the competition

• Build custom demonstrations and deliver Proof Of Concepts (POC) in coordination with other supporting teams i.e., Automation, Analytics, and Partner Alliances

• Compare competitive products to specify the most advantageous solutions for customers and take a leading role in specifying technical solutions and writing proposals and tender responses

• Design and implement AI-driven solutions, focusing on enhancing automation processes and user interactions

• Collaborate with data scientists and AI experts to integrate GenAI and other AI technologies into service desk operations

• Continuously evaluate the performance of AI models and recommend improvements for higher accuracy and efficiency

Skills, Qualifications & Experience

• 8 - 10 years of experience in IT Service Desk

• Prior consulting and automation experience is a must

• Prefer trained, certified, and hands-on experience in automation on platforms like ITSM (SNOW, Remedy), Chatbots, RPA, Nextthink/SysTrack, AppDynamics, and other digital experience monitoring tools

• Experience with Generative AI (GenAI) models, Machine Learning (ML), Natural Language Processing (NLP), and other AI frameworks is preferred.

• Presales/solution experience will be an added advantage

• ITIL Practitioner with experience in Tools and Technology deployment, project management, and customer-facing experience

• Proven Technical and IT Services implementation experience, with an in-depth understanding of ITSM Tools, Technologies, Frameworks, and Standards

• Good commercial acumen with excellent presentation and demonstration skills, with an ability to explain and present technical solutions

• Strong understanding of AI technologies, including GenAI, ML, and NLP

• Ability to collaborate with cross-functional teams and effectively communicate AI concepts to non-technical stakeholders

Requirements

• Applicants must be willing to work in Eastwood, Libis QC.

• Hybrid setup but will depend on business requirements.

• Applicants should be flexible in working hours.

• Candidate must possess at least a Bachelor's/College Degree, preferably in IT field.

*Note: Joining bonus, if applicable, is subject to management approval and company policies. The amount may vary based on qualifications, experience, and business requirements.

🏢 About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

🚀 Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started.