We are looking for a mid-level functional consultant (8+ years’ experience) based in Manila, Philippines, to undertake a review of their as-is processes and recommend areas of improvement for automation and process optimisation.

Six-Sigma process improvement background would be nice to have, however, the candidate should have a good understanding of ITIL processes and ITSM tools and service desk operations.

Scope of work

The scope of work spans the Global Service Desk processes and systems, along with L2 Application and Infrastructure operations support, areas where the team is expected to provide end-user support and perform other activities such as monitoring, event response, or even system maintenance.

• Identify and eliminate bottlenecks, redundancies, and manual efforts to reduce response and resolution times.
• Introduce monitoring, automation, and early warning systems to prevent issues before they impact operations.
• Standardised support procedures and knowledge management to ensure consistent and high-quality service delivery across regions and shifts. Optimize Resource Utilization:
• Align workloads with skill sets and capacity, enabling better prioritisation and allocation of support resources.