Services Desk Team Lead
Bogota, Colombia
hace 4 horas

Job Description :

Diageo is an equal opportunity employer and is subject to Colombian regulations pertaining employment. Diageo does not discriminate on the basis of race, color, religion, sex, sexual orientation, sexual identity or expression, national origin, age, disability, marital status, or any other basis prohibited by law in Colombia.

Diageo es un empleador que ofrece igualdad de oportunidades y se sujeta a las regulaciones laborales colombianas. Diageo no discrimina por razones de raza, color, religión, sexo, orientación sexual, expresión o identidad de género, nacionalidad, edad, discapacidad, estatus marital, o cualquier otra razón prohibida en Colombia

DBS Bagota (Diageo Colombia S.A.) is a multi-functional, multicultural, multi-language Shared Service Centre that handles back office Finance Transactions for DIAGEO-world wide businesses.

DBS is playing a key role in ensuring effective operation with minimum disruption to business in the Purchase to Pay Work Stream

This position will work closely with In Market Company representatives of different levels and departments as well as relevant third parties.

  • Over 1500-suppliers spread across the world and different tax requirements applicable.
  • Diageo markets obtains supplies from all over the world and this role is expected to ensure timely payment in various world currencies using various payments methods
  • Leadership Responsibilities :

  • Position works in the STP team and teamwork is essential.
  • To manage the STP Service Desk regional Team the first point of contact for any queries or service requests in Source to Pay.


  • Manage Service desk team of 12 to 14 team members
  • Managing a team of language experts in Spanish and Portuguese
  • Support / guide team in handling complex queries an service requests
  • Monitor and ensure timely and accurate resolution of queries and service requests flowing in for the designated region
  • Manage escalations and high priority issues.
  • Measure team on performance metrics and KPIs to drive continuous process and service improvement
  • Provide inputs to improve cycle time for service request resolutions
  • Analysis of queries and service requests and provide plans to improve reduction in queries.
  • Enable team to meet and exceed first time resolution targets.
  • Drive team to meet and exceed user experience index and measures.
  • Drive team to have continuous focus on user experience and ownership of issues.
  • Maintaining and enriching the knowledge base, creating an active repository of case management resolutions.
  • Create upskilling and reskilling opportunities for team
  • Ensure all the relevant PTP controls are operated and adhered to in their area of work.
  • Qualifications and Experience Required :


  • University graduate
  • Experience

  • 7 -9 years experience in a computerised accounting department of a large, reputable commercial organisation
  • Exposure to Service Desk / Help Desk
  • Exposure to Case management systems
  • Customer care and team playing skills
  • Conversant with Purchase to Pay SAP application.
  • Essential Skills :

  • Strong customer facing experience, presence and empathy when managing relationships during escalations
  • Excellent Articulation and communication skills
  • Ability to attract and retain great talent. Cares deeply about the team and excels at identifying, mentoring and developing individuals at all levels while providing enterprise-level, world-class customer support
  • Good understanding of AP process
  • Innovative thought leader in User Success, with focus on user experience
  • Positive and energetic leadership presence
  • Worker Type : Regular


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