Senior Supervisor, Service Management
Mandaluyong, Metro Manila, Philippines
5d ago

Senior Supervisor, Service Management

Work from Home / Mother Site : Mandaluyong

TeleTech is seeking a Senior Supervisor, Service Management to join our Enterprise Services team.

Our global IT organization of 500 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.

What you’ll be doing :

This is a key position that performs the following roles : Incident Management, Problem Management and Change Management.

This role is responsible for the operational duties involved in restoring IT Services and identifying the root cause of problems across the IT infrastructure.

The Senior Supervisor will be a liaison among stakeholders in order to elicit, analyze, communicate and validate requirements for changes to business processes, policies and information systems, including ITIL best practices and must understand incident, change and problem management concepts in the context of the detailed business requirements and will develop solutions that enable the organization to achieve its goals.

What you’ll bring to us :

  • Lead, execute and support Incident, Problem and Change Management processes across the Global IT organization.
  • Spearhead the Service Management team’s daily activities and administrative work. Coordinate Service Management activities across multiple functions including Service Desk, Operations, Engineering, Development and business stakeholders.
  • Enforce published standards and policies for IT Incident, Problem Management and Change Management.
  • Develop strategic IT processes and educate and IT and Operations support professionals about ITIL best practices.
  • What skills you’ll need :

  • Bachelor's Degree in an IT related discipline with at least 6 + years of related work experience in an enterprise IT environment in the role of Incident, Problem or Change Manager.
  • Plus 3+ years’ supervisor managerial experience.

  • Requires exceptional knowledge and experience with ITSM and ITIL best practices for large complex global IT organizations and completion of ITIL Foundations v3 certification required.
  • Strong experience with Service Management processes and tools with a deep understanding of Incident, Problem and Change Management and solid understanding of Incident Trending, Analysis and Service Improvement
  • Who We Are :

    TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.

    We utilize a holistic approach, applying solutions from our four customer experience segments Consulting, Technology, Care and Growth to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business.

    Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

    Our Enterprise Services organization is the machine behind our market-facing product and solution areas, enabling each of our segments to deliver for our clients.

    Whether Information Technology, Finance, Accounting, Tax or Treasury, Supply Chain or Legal, or one of our Human Capital team members, we help to guide and simplify TeleTech’s business processes and operations.

    What We Offer :

  • A fun, challenging and rewarding work environment
  • Performance equity, variable incentive bonus plan
  • Professional development and tuition reimbursement
  • Paid time off and leave of absence programs
  • Rich wellness program and activities along with wellness incentives
  • Above & beyond employee recognition programs
  • Access to local discounts to services and entertainment venues
  • Social activities including employee events, social hours and others
  • Notice to external Recruiters and Recruitment Agencies : TTEC does not accept unsolicited headhunter and agency resumes.

    Headhunters and recruitment agencies may not submit resumes / CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC

    TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.

    We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic self at work.

    As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

    But don’t take our word for it check out some our women in leadership and diversity awards on


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