Global Customer Engagement Lead (IT Services & Escalation)

Optum Philippines; Muntinlupa; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

Optum Philippines is seeking a senior IT Operations leader to establish and scale structured engagement across US and international partners. You will drive VoC integration, align IT services with business needs, and lead a distributed team across onshore US and Philippines, ensuring resilience and proactive service delivery.

The role requires deep ITSM experience, stakeholder management, and a proven ability to drive change in a global, hybrid work environment.

Qualifications

• 10+ years of IT experience.
• Deep experience in incident/escalation management and IT service operations (ITSM).
• Proven solid stakeholder management and executive communication skills.
• Proven ability to lead global, distributed teams.
• Proven ability to drive change adoption and influence without authority.
• Proven data-driven mindset with focus on continuous improvement and customer experience.

Responsibilities

• Establish and operationalize a structured engagement model across US and international business partners.
• Build and maintain relationships with business POCs, acting as the single point of contact for ITSS engagement.
• Drive Voice of Customer (VoC) integration, translating feedback into actionable improvements for ITSS services and capabilities.

Skills

IT leadership

Incident management

Escalation management

Stakeholder management

Change adoption

Data-driven mindset

Job description

Optum Philippines is seeking a senior IT Operations leader to establish and scale structured engagement across US and international partners. You will drive VoC integration, align IT services with business needs, and lead a distributed team across onshore US and Philippines, ensuring resilience and proactive service delivery.

The role requires deep ITSM experience, stakeholder management, and a proven ability to drive change in a global, hybrid work environment.