Digital IT Service Desk Manager
Ciudad de Panama, Panamá, Panama
hace 6 días

Job Title

Digital IT Service Desk Manager

Job Description

475092 Digital It Service Desk Manager

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation.

Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs.

It’s what inspires us to create meaningful solutions the kind that make a real difference when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more.

That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

A s a Man a ger of Digital IT Service Desk , you are accountable to deliver great customer experience and thus customer satisfaction.

Bring industry best practice, drive channel adoption, think out - of - the - box and lead innovation through process optimization and automation.

M easure channel performance and set global standards for the respective service desk contact channels, including strategy, operating model for engagement, and global KPIs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

You are responsible for

P roactive engagement with customer across the regions to understand and improve IT services.

Proactive ly observ e IT customer trend through deep- analytics and service monitoring.

Work closely with internal and external stakeholders to create simple, seamless, consistent & meaningful digital customer engagement experience.

Serve as subject matter expert on digital channel strategy and storytelling in service desk customer engagement and drive adoption of new technology.

Set global standards for respective channels, including strategy, operating model for engagement, and global KPIs .

Advise on industry best practice and be a thought leader to l ead channel innovation, influence channel development and anticipate trends to test / pilot contact center innovations .

Create guidelines on self-service best practices on channel use with a clear focus on customer engagement strategies

Set guidelines and define an opportunity for Service Desk processes automation and work with respective teams to drive implementation

Ensure high-impact communication through active facilitation and listening to drive toward organizational alignment among cross-functional teams

Perform manage IT Service desk in collaboration with partners. Foster an environment that supports creativity and innovation .

You are a part of

Describe in two to three lines the place of the role in the organization and the team culture.

To succeed in this role, you’ll need a customer-first attitude and the following

Bachelor's degree in IT or related careers

Advanced English

12-15 years of experience within IT, that includes global c ontact center support / management .

Demonstrated leadership skills within a matrixed environment, with the ability to influence senior level stakeholders , drive alignment cross-functionally and drive organizational change

Solid understanding of IT Service Management processes

Solid understanding of virtual customer engagement and call center solutions like ICR / IVR / voice recognition systems / bot and sentiment analysis .

Solid understanding of problem solving for key issues in digital customer and channel experience .

U nderstanding of UX / UI and customer journey design . Experience in enabling automation using conversational AI, Robotic Process, and workflow automation .

Proven ability to communicate effectively with both business and technical stakeholders to capture and convert data and insights into viable products and strategic outcomes .

Strong leadership skills, including superior planning, processing, and influencing skills . drive alignment with cross-functional and global teams .

Impeccable ethics and integrity .

Customer-centric and able to apply this approach to everything you do . Acts from a whole system, enterprise perspective and understands the big picture.

How we work at Philips

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers.

We are embracing an approach wherein we spend more time together than apart which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home for our hybrid roles.

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways :

We believe in the importance of impactful collaboration : There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility : Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.

We want to be at our best : The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions.

Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.


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