Director of Global IT Service Delivery

Optum, a UnitedHealth Group Company; Makati; Hybrid; PHP 1,500,000 - 2,100,000; Full time

Job summary

Optum, a UnitedHealth Group company, seeks an IT leadership professional to drive Global ITSS Service Desk operations in the Philippines. You will manage incident and request handling across L1/L2 teams, align operations with strategic goals, and champion continuous improvement to elevate service quality.

The role demands ITIL certification, 10+ years of team leadership, Lean Six Sigma, and hands-on ServiceNow experience to optimize costs and develop next‑generation leaders for the Global

Qualifications

• ITIL certified
• 10+ years of managing multiple teams, including large teams of 150+ members
• ITSM experience
• Lean Six Sigma trained or certified
• Experience managing all tech support channels (Voice, Web, Chat & Level 2) with hands-on ServiceNow
• Hands-on experience in customer management, daily SLA management and vendor management
• Experience contributing to cost optimization and efficiency programs
• Ability to develop and inspire next-generation leaders for Global Service Desk in the Philippines

Responsibilities

• Oversee Global ITSS Service Desk delivery, including incident and request management
• Grow, develop, implement, and manage business-aligned IT services and service level management
• Lead teams of 150 L1 and L2 staff, set objectives and manage performance
• Monitor and report service delivery metrics and overall account performance
• Communicate effectively and stay current on technology trends
• Mentor talent and drive continuous process improvement

Skills

ITIL

Team management

ITSM

Lean Six Sigma

ServiceNow

Customer management

Vendor management

SLA management

Tools

ServiceNow

Job description

Optum, a UnitedHealth Group company, seeks an IT leadership professional to drive Global ITSS Service Desk operations in the Philippines. You will manage incident and request handling across L1/L2 teams, align operations with strategic goals, and champion continuous improvement to elevate service quality.

The role demands ITIL certification, 10+ years of team leadership, Lean Six Sigma, and hands-on ServiceNow experience to optimize costs and develop next‑generation leaders for the Global