Customer Service Support Head

Smart Infrastructure; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Hybrid work

Health insurance

Growth opportunities

Diversity & inclusion

Job summary

Smart Infrastructure in the Philippines is seeking a senior IT project leader to direct end-to-end grid software implementations across the region. You will own project planning, budgeting, scheduling, and cross-functional coordination with engineering, product management, and global support teams.

The role emphasizes ITIL and Agile governance, regulatory and cybersecurity standards, and strong stakeholder management to deliver high-impact results.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or Engineering (Master's preferred).
• 8+ years leading IT and grid software projects, including 3+ years in operations.
• Industrial experience with power grid software, digital substations, or EMS; ITIL/Agile in service environments.
• Certifications: PMP, PRINCE2, ITIL v4; MS Project, Jira, ServiceNow, or Zendesk experience.

Responsibilities

• Lead end-to-end project delivery of grid software solutions across the Philippines, including planning, budgeting, scheduling, and resource optimization.
• Drive service operations excellence by overseeing the Technical Services Support Team to ensure reliable software performance and adherence to SLAs/KPIs.
• Ensure compliance and quality assurance by governing delivery processes to meet regulatory, contractual, and cybersecurity standards (ITIL).
• Optimize service delivery processes with Agile methodologies and continuous improvement initiatives to boost efficiency and incident response.
• Collaborate across global/ regional teams with engineering, product management, and support organizations for alignment and best practices.
• Strategize grid software services by serving as the principal interface for clients, partners, and government stakeholders.

Skills

Project leadership

Governance

Stakeholder mgmt

ITIL & Agile

Communication

Education

Bachelor's in CS/IT/Engineering

Master's preferred

Tools

MS Project

Jira

ServiceNow

Zendesk

Job description

Transform the everyday with us.

We empower our people to stay resilient and relevant in a constantly changing world. We're looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you'd make a great addition to our vibrant international team.

You’ll make a difference by:

• Lead End-to-end Project Delivery: Direct the end-to-end implementation of grid software solutions across the Philippines, including project planning, budgeting, scheduling, and resource optimization.
• Drive Service Operations Excellence: Oversee the Technical Services Support Team to ensure reliable software performance, effective issue resolution, and adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Ensure Compliance and Quality Assurance: Govern delivery processes to meet regulatory, contractual, and cybersecurity standards, maintaining alignment with corporate ITIL service management frameworks.
• Optimize Service Delivery Processes: Implement Agile methodologies and continuous improvement initiatives to enhance support efficiency, incident response, and customer engagement.
• Cross-Collaboration Across Global and Regional Teams: Work closely with engineering, product management, and global support organizations to ensure consistent quality, best practice sharing, and operational alignment.
• Strategize Grid Software Services: Act as the principal interface for clients, partners, and government stakeholders, providing technical insights and contributing to regional growth strategies.

You’ll win us over by:

• Qualifications: Bachelor's degree in Computer Science, Information Technology, or Engineering (Master's preferred).
• Proven Project Leadership and Governance: Over 8 years of experience managing complex IT and grid software projects, including at least 3 years in operational management, overseeing budgets, risks, and resources to ensure operational excellence and on-time delivery.
• Strong Industrial Experience: Proficient in power grid software applications, digital substations, or energy management systems, and experience applying ITIL and Agile frameworks in service environments.
• Technical Expertise: Certifications such as PMP, PRINCE2, or ITIL v4 are highly valued. Additionally, skilled in using MS Project, Jira, ServiceNow, or Zendesk for project tracking, service analytics, and performance reporting.
• Strong Communication and Stakeholder Management: Excellent ability to bridge technical and business perspectives, influence decision-making, and maintain high-impact client relationships.

What we offer

• Flexibility: Inclusive and flexible working environment with hybrid and remote options.
• Welfare: Comprehensive welfare programs and health insurance extendable to your family; professional accident insurance.
• Growth Opportunities: Continuous and individual learning journeys.
• Inclusive Culture: A team culture where you can be yourself.

Recruitment Process:

• CV Screening
• A session with our recruiter to understand your motivation & learning goals
• 1-2 Business Interviews
• Offer Stage

Come join us, and #TransformTheEveryday for everyone!

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.