Head of Enterprise Operations & Support Excellence

Mynt; Philippines; On-site; PHP 3,500,000 - 5,200,000; Full time

Job summary

GCash, part of Mynt, seeks an executive to lead strategic IT operations and enterprise technology governance. You will oversee ITAM/SAM, central service desks, and end-user experience across the enterprise, driving standardization, cost efficiency, and risk management.

You will guide cross-functional teams, align with ITIL/COBIT, and champion AI-enabled workplace tools. You will partner with stakeholders to transform support delivery, manage budgets, and ensure regulatory compliance while

Responsibilities

• Lead, mentor, and manage a diverse team of network, technical, and operational support professionals, fostering a culture of excellence, collaboration, and continuous improvement.
• Restructure and mature the cross-functional support model to break down technical silos between ITAM, Network & Technical Support, Workplace Technologies, Application Management Support, and Operations and Performance Management.
• Define clear career pathways, training plans, and upskilling initiatives to transition L1 generalists into L2/L3 specialized engineers in the future and be able to provide workplace technologies and solutions.
• Oversee the day-to-day operations of operations and support services, including incident management, problem resolution, and service requests.
• Design and implement a centralized enterprise service desk (L1/L2) handling multi-departmental requests across IT Support, ITAM, Workplace Technologies, Tools of Work, Network, End-Point Management, and Business Application Management.
• Ensure timely response and resolution of all enterprise-related issues to minimize downtime and impact on business operations.
• Drive a strict “Shift-Left” strategy and establish Knowledge Management protocols to resolve technical issues closer to the first point of contact.
• Provide strategic oversight to the ITAM team to maximize return on investment across Hardware and Software Lifecycles.
• Partner with the SAM lead to guarantee constant Audit Readiness for major enterprise vendors and prevent financial compliance penalties.
• Implement structured “License Harvesting” workflows to reduce software waste across the organization.
• Understand the roles and technical requirements of the users and provide the appropriate tools of work for everyone in the organization.
• Lead the strategy, evaluation, and consolidation of enterprise productivity tools and technologies to minimize redundancies, eliminate “Shadow IT,” optimize license costs, and ensure a unified digital employee experience.
• Oversee the design, deployment, and operational reliability of conference room technology, Audio-Visual Systems, hybrid collaboration hardware, and smart workspace scheduling systems across company facilities.
• Champion the adoption and internal development of next-generation AI-driven workplace applications to streamline internal communications, administrative tasks, and cross-departmental operations.
• Continuously assess emerging digital workplace technology trends, establishing governance for user adoption, enterprise tool integration, and continuous upgrades across physical and virtual work environments.
• Develop and implement strategic plans and initiatives to enhance operations and support services, aligning with ITIL and ITSM best practices.
• Drive continuous improvement efforts to optimize infrastructure performance, scalability, and network reliability.
• Oversee Endpoint Management strategies to ensure corporate devices are securely managed, patched, and deployed efficiently.
• Define the demarcation lines and technical hand-off criteria for complex backend platforms like Google Workspace Administration and Security.
• Collaborate closely with internal stakeholders to understand needs and priorities.
• Communicate updates, gather requirements, and solicit feedback on support services.
• Transition support metrics from SLAs to XLAs, focusing on user downtime and CSAT/NPS.
• Manage relationships with infrastructure, hardware, and software service providers and vendors.
• Evaluate vendor performance, negotiate contracts, and recommend changes as needed.
• Develop and manage the budget for enterprise operations and support services.
• Monitor expenditures and identify cost-saving opportunities within budgets.
• Establish IT Governance Framework aligned with ITIL and COBIT to govern Enterprise Technology Services.
• Co-create and implement corporate policies, SOPs, and architectural controls for services, tools, and assets.
• Lead ETS management to prioritize technology investments and ensure alignment with business strategies.
• Identify, assess, and mitigate operational technology risks and ensure regulatory and licensing compliance.
• Oversee KPIs and XLAs across internal delivery teams and external providers.

Job description

GCash, part of Mynt, seeks an executive to lead strategic IT operations and enterprise technology governance. You will oversee ITAM/SAM, central service desks, and end-user experience across the enterprise, driving standardization, cost efficiency, and risk management.

You will guide cross-functional teams, align with ITIL/COBIT, and champion AI-enabled workplace tools. You will partner with stakeholders to transform support delivery, manage budgets, and ensure regulatory compliance while