Audit Specialist (Urgent)

PCWORX IT Solutions; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

PCWORX IT Solutions is seeking an Operations Manager (IT) to lead day-to-day operations of the Service Delivery Group, including Field Support Services, Service Desk, and Asset Services Management. You will safeguard SLA/KPI targets, drive workforce productivity, and implement continuous improvement initiatives.

Ideal candidates have 5-7 years in IT Operations or Managed Services, with strong ITSM and governance knowledge, and proven leadership across cross-functional teams.

Qualifications

• Bachelor's degree in IT, engineering, business, or management.
• Six Sigma and/or ITIL certification is an advantage.
• 5-7 years in IT Operations, Service Delivery, or Managed Services.
• Proven experience managing Service Desk, Field Support, and IT Operations teams.
• Strong ITSM, SLA management, and governance knowledge.
• Excellent leadership, client management, problem-solving, and decision-making.
• Strong analytical, reporting, and process-improvement capabilities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Oversee daily operations of Service Delivery groups including FSS, Service Desk, and ASM.
• Ensure SLAs, KPIs, contractual obligations, and service quality standards.
• Monitor ticket aging, dispatch efficiency, escalations, and productivity.
• Ensure timely resolution of incidents and service requests.
• Coordinate with clients, teams, and stakeholders to maintain stability.
• Lead and mentor Service Delivery Managers, Team Leads, and ASMs.
• Drive continuous improvement, standardize processes, and drive automation.
• Provide escalation management and client communications during major incidents.

Skills

Leadership

Client management

Problem solving

Decision making

Stakeholder management

ITSM knowledge

SLA management

Analytical skills

Reporting capabilities

Communication skills

Microsoft Office proficiency

ITIL certification

Education

Bachelor's degree in Information Technology, Computer Engineering, Business Administration, Management

Tools

Microsoft Office

ITSM tools

Job description

Brief Description

The Operations Manager (IT) is responsible for leading and overseeing the day-to-day operations of the Service Delivery Group, including Field Support Services (FSS), Service Desk, and Asset Services Management (ASM) teams. This role ensures the delivery of high-quality IT services, achievement of client SLAs and KPIs, operational efficiency, workforce productivity, and continuous improvement initiatives. The Operations Manager serves as a key liaison between clients, operational teams, and management, ensuring service excellence and customer satisfaction.

Key Responsibilities

Operational Management and Service Delivery

• Oversee daily operations of FSS, Service Desk, and ASM teams.

• Ensure compliance with client SLAs, KPIs, contractual obligations, and service quality standards.

• Monitor ticket aging, dispatch efficiency, escalations, workforce productivity, and operational performance.

• Ensure timely resolution of incidents, service requests, and client issues.

• Coordinate activities among operational units, support teams, and stakeholders to maintain operational stability.

Client and Escalation Management

• Serve as the primary escalation point for critical operational and client-related concerns.

• Participate in client meetings, service reviews, and business review sessions.

• Ensure accurate and timely communication with clients during major incidents and service disruptions.

• Lead recovery plans for SLA risks, operational gaps, and client escalations.

• Build and maintain strong relationships with clients, partners, and internal stakeholders.

Leadership and People Management

• Lead and manage Service Delivery Managers, Team Leads, ASMs, and operational support personnel.

• Conduct coaching, mentoring, performance reviews, and operational alignment meetings.

• Foster a culture of accountability, teamwork, and operational excellence.

• Identify staffing requirements, succession planning opportunities, and employee development needs.

• Support employee engagement, retention, and talent development initiatives.

Performance Monitoring and Continuous Improvement

• Analyze operational reports, workforce trends, SLA compliance, and productivity metrics.

• Identify process gaps and implement effective operational improvements.

• Standardize operational processes, procedures, documentation, and escalation frameworks.

• Drive automation, efficiency, and service improvement initiatives.

• Ensure compliance with company policies, client requirements, and quality standards.

Workforce and Resource Management

• Oversee manpower allocation, scheduling, and resource utilization.

• Ensure optimal deployment of field engineers, service desk personnel, and support resources.

• Coordinate workforce planning, staffing forecasts, and performance analytics activities.

• Monitor attendance, productivity, and operational compliance across all teams.

Reporting and Governance

• Review and validate operational reports, incident reports, client updates, and performance dashboards.

• Maintain accurate documentation of escalations, corrective actions, coaching records, and operational findings.

• Present operational performance updates, risks, and recommendations to senior management.

• Support audit activities, compliance initiatives, and governance requirements.

Qualifications

• Bachelor's degree in Information Technology, Computer Engineering, Business Administration, Management, or a related field.

• Six Sigma and/or ITIL certification is an advantage.

• At least 5-7 years of experience in IT Operations, Service Delivery, Technical Support, or Managed Services.

• Proven experience managing Service Desk, Field Support, and IT Operations teams.

• Strong knowledge of IT Service Management (ITSM), SLA management, and operational governance.

• Excellent leadership, client management, problem-solving, and decision-making skills.

• Strong analytical, reporting, and process improvement capabilities.

• Excellent communication and stakeholder management skills.

• Proficient in Microsoft Office and IT service management tools.

• Can start ASAP