Global 24x7 End-User IT Operations Lead

Personiv; Manila, Hinoba-an; Hybrid; PHP 700,000 - 1,400,000; Full time

Job summary

Personiv is seeking an Associate Process Manager – Technology Services in Manila to lead end-user IT operations for on-site and remote users. The role focuses on delivering high-quality services, driving digital workplace initiatives, and ensuring SLAs are met across client accounts.

The candidate will guide a multi-site team, manage vendor relationships, and push continuous improvement while aligning with global IT leaders on tools and processes.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• 8–10 years IT experience with at least 2 years in leadership managing large end-user IT ops.
• Experience running 24x7 IT operations across multiple delivery sites.
• Strong ITIL knowledge, endpoint management and ITSM platforms (ServiceNow).
• Familiar with hybrid work setups and remote support environments.

Responsibilities

• Lead and manage end-user technology support operations in Manila, including on-site and WFH.
• Define and govern End User Support strategy aligned to goals and SLAs.
• Oversee Service Desk, Desktop Support, and cross-geography teams.
• Ensure 24x7 IT support availability and incident, request, escalation handling.
• Coordinate upgrades, migrations, and infrastructure changes with minimal disruption.

Skills

Leadership

Stakeholder mgmt

Communication

Problem solving

ITIL

Hybrid work

IT operations

Global clients

Budgeting

Strategic planning

Education

Bachelor’s degree in Information Technology, Computer Science, or related discipline

Tools

ServiceNow

Jira

Intune

SCCM

Job description

Personiv is seeking an Associate Process Manager – Technology Services in Manila to lead end-user IT operations for on-site and remote users. The role focuses on delivering high-quality services, driving digital workplace initiatives, and ensuring SLAs are met across client accounts.

The candidate will guide a multi-site team, manage vendor relationships, and push continuous improvement while aligning with global IT leaders on tools and processes.