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

📣 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.