Head of Strategy, Operations

globe; Caloocan; On-site; PHP 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Competitive compensation

Flexible benefits

Career growth opportunities

Job summary

GCash is seeking a senior leader to shape and execute the strategic roadmap for Service Assurance, Stability, and Reliability Engineering. You will partner with Engineering, Infra, Risk, and Business Operations to instill a strong operational discipline and drive data-driven decision making.

In this role, you will lead governance, incident readiness, and telemetry initiatives, translating KPIs into board-ready narratives and enabling proactive issue mitigation across a distributed organization.

Qualifications

• In-depth knowledge of ITIL and SRE with reliability engineering principles.
• Ability to translate KPIs into board-level narratives.
• Experience driving cross-functional programs reducing incidents.

Responsibilities

• Develop and maintain a strategic roadmap across Service Assurance, Stability, and Reliability Engineering.
• Lead governance programs to improve incident readiness, change resilience, and automation coverage.
• Drive operational change initiatives and executive reporting to align with business goals.
• Provide end-to-end service performance insights across stability, observability, and revenue impact.

Skills

ITIL/SRE knowledge

Telemetry & automation

Executive-level reporting

Change management

Education

Bachelor's degree in Engineering, Computer Science, Business, or related field

Tools

AWS DevOps

Operational tooling

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Key Responsibilities

A. Strategic Planning & Execution

• Develop and maintain a clear strategic roadmap across Service Assurance, Stability, and Reliability Engineering functions.
• Align operations strategy with enterprise goals, regulatory requirements and performance metrics such as MTTR, CFR, SLOs, and automation coverage.
• Translate executive directives and risk themes into structured initiatives and measurable outcomes.

B. Operational Governance & Transformation

• Design and manage a centralised strategic portfolio of programs aimed at improving service reliability, change resilience, and operational effectiveness.
• Lead transformation efforts that uplift the maturity of core capabilities: incident readiness, chaos engineering, observability, and problem resolution velocity.
• Institutionalise operational reviews, error budget burn-downs, and cross-functional playbooks to guide proactive issue mitigation.

C. Change Leadership & Communications

• Drive adoption of new operating models, reliability frameworks, and change management processes across a distributed and tribe-aligned organisation.
• Partner with Engineering, Infra, Risk, and Business Operations to embed a strong operational discipline and risk-aware culture.
• Shape the narrative for operational performance at ExCo, regulator (e.g., Bangko Sentral ng Pilipinas), and board-level reporting.

D. Analytics, Reporting & Insights

• Provide end-to-end service performance insights by integrating data across stability, reliability, CSAT, and revenue impact domains.
• Champion continuous improvements in how incidents, problems, and operational risks are identified, triaged, and resolved.

E. Team & Capability Development

• Coach and influence leaders across Service Assurance, Reliability Engineering, and Stability teams to build strategic thinking, data fluency, and process discipline.
• Uplift capabilities in areas such as telemetry-driven RCA, operational resilience planning, and partner risk governance.

Qualifications

Experience

• 8–12 years of progressive experience in operations, strategy, or technology transformation roles, ideally within high-scale, regulated environments.
• 3+ years in a leadership or strategic advisory role in SRE, service management, or technology operations.
• Demonstrated success driving cross-functional programs that reduce incident impact, improve operational maturity, and align tech operations with business goals.

Technical & Strategic Skills

• Deep understanding of service management frameworks (ITIL, SRE), operational resilience, and incident/problem/change management lifecycles.
• Strong business acumen to translate operational KPIs into board-level narratives.
• Expertise in telemetry, automation, reliability engineering, and operational tooling.
• Exceptional communication and influencing skills, including executive-level reporting and program steering.

Education & Certifications

• Bachelor’s degree in Engineering, Computer Science, Business, or related field. Master’s preferred.
• Certifications such as ITIL, SRE Foundation, SAFe, or AWS DevOps Engineer are highly advantageous.

Success Metrics

• Reduction in change failure rate and incident volume.
• Increased self-resolution and automation rates.
• Delivery of quarterly strategic programs tied to business-impacting themes.
• Regulatory alignment on operational resilience and service continuity.

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package