GSD Service Delivery Manager
BGC, Philippines
5d ago

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.


As a Global Service Delivery Manager, you will be at the core of leading and managing the Global Service Desk (GSD) IT support services to JTI..


  • You will provide technical expertise and project management by bearing responsibilities in providing commendable IT support services to GBS colleagues, and ensure quality standards are met.
  • You will work hand-in-hand and maintain a close partnership with Business and IT management in the region, and ensure that the GSD services are adapted to actual needs of the area of responsibility.
  • You will proactively participate, support, and contribute in the GSD strategic development and implementation within the region.
  • You will ensure lead in the GSD takeover initiatives that include providing the analysis of technologies, ensuring that the team possesses knowledge & expertise required for professional support for new technologies, and organizing the necessary GSD capacity for support with the outsourced provider.
  • You will ensure continuous compliance with GBS policies and procedures, and J-SOX controls.
  • YOU ARE :

  • A college graduate with a bachelor’s and / or master’s degree in IT or in any relevant role
  • Experienced in working as an IT professional for at least 10 years including 5 years in in a management role
  • Knowledgeable in managing service delivery of outsourced providers. With hands-in experience in organizing and managing IT support for IT solutions and infrastructure, as well as corporate business applications (ERP systems)
  • An agile leader, a commendable project manager, a strategic team player, and an excellent communicator with a strong command in English, proven customer service experience, and extensive knowledge in the entire support process and services provided by different internal and external IT teams involved in IT support
  • Well-versed user of ITSM tools (i.e., Service Now) and IT applications (i.e., Microsoft Office)

  • Work in a brand new office located in BGC McKinley West
  • Be covered with a medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company trainings
  • 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.
  • So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea #JoinJTI!

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