GSD Engineer/Business Consultant

The Position

As a Service Success Coordinator/Business Consultant, you will play a  vital role in our global team. You will be responsible for strategizing, managing  stakeholders, and overseeing projects related to the Global Service Desk and End User  Support Excellence. 
Your focus will be planning, implementing, and optimizing modern and digital solutions for our Service Desk Call Center operations while ensuring operation excellence. By doing so, you will ensure that end-users receive the best possible support from our managed Service Provider during times of issues, disruptions, and inquiries.

Duties and Responsibilities:

• Develop and execute strategies to enhance the Service Desk's and End User support performance and efficiency. 
• Manage and coordinate activities related to digitalization initiatives. 
• Collaborate with our Managed Service Provider to ensure operation excellence and drive digital acceleration forward. 
• Plan, steer, and guide the introduction and optimization of modern and digital solutions for the Service Desk Contact Center operations and End User Support Service. 
• Ensure seamless communication and coordination with stakeholders, including internal teams and external partners. 
• Continuously monitor and evaluate the effectiveness of implemented solutions, making necessary adjustments to improve service delivery. 
• Stay updated on industry trends and advancements in IT support to identify opportunities for improvement.
• Representation of Global Service Desk and End User Support in AP Region.

Requirements:

• Bachelor's degree in a relevant field or equivalent practical experience. 
• Strong project management skills, with the ability to handle multiple projects simultaneously. 
• Proven experience in IT service management and stakeholder management. 
• Excellent communication skills, both written and verbal, with the ability to effectively engage with individuals at all levels of the organization. 
• Familiarity with digitalization initiatives, such as Call Center solutions, systems, ITSM Tools, and automation tools. 
• Ability to thrive in a fast-paced and dynamic environment, adapting to changing priorities and requirements.
• Fluency in English is required; additional language skills are a plus.

Click here to know what it looks like working at Boehringer Ingelheim Business Services Philippines Inc.