Head, Workplace Technology and End User

Metrobank; Metro Manila; Hybrid; PHP 1,800,000 - 3,200,000; Full time

Job summary

Metrobank in the Philippines seeks a visionary Head of Workplace Technology and End User to define and execute the bank’s end-user technology and digital workplace strategy, ensuring secure, reliable tools for office, remote, and hybrid workers.

You will lead workplace engineering, IT asset lifecycle management, service desk, and user support, balancing experience, cost, security, and regulatory requirements while partnering with HR, Facilities, and Information Security.

Job description

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

The Head of Workplace Technology and End User is responsible for defining and executing the Bank’s end-user technology and digital workplace strategy, ensuring employees have secure, reliable, and modern tools that support productivity and collaboration across office, remote, and hybrid environments.

The role leads the management and continuous improvement of workplace technologies, including endpoint devices, branch and site-based IT infrastructure, software deployment, IT asset lifecycle management, and repair services. It oversees bank-wide engineering functions, ensures accurate IT records and asset tracking, and balances user experience, security, cost efficiency, operational reliability, and regulatory compliance.

Key Responsibilities

• Define and own the Workplace Technology and End User Services strategy, aligned with business, IT, security, and compliance objectives.
• Sets departmental goals and monitors the achievement of such. Implements process improvements and encourage best practices that facilitate the achievement of departmental goals. Initiates and executes corrective actions in situations where the goals are not being achieved.
• Act as the executive owner of the digital employee experience, ensuring technology enabled productivity and engagement.
• Provide leadership and direction to end-user computing, service desk, and workplace engineering teams.
• Partner closely with HR, Facilities, Information Security, Risk, and Business Units.
• Oversee end-user devices and platforms, including:
• Operating systems and endpoint management (MDM/UEM)
• Virtual desktops and remote access solutions
• Own collaboration and productivity platforms (e.g., Microsoft 365, collaboration tools).
• Ensure consistent, secure, and standardized workplace technology across the enterprise.
• Lead Service Desk and End User Support operations, ensuring:
• High service availability and responsiveness
• Strong user satisfaction and experience metrics
• Drive automation, self-service, and knowledge management to improve service efficiency.
• Ensure workplace technologies comply with:
• Information security policies
• Regulatory and audit requirements
• Data privacy standards
• Work with Cybersecurity teams to implement endpoint security, identity controls, and device hardening.
• Manage risks related to endpoints, user access, and workplace technologies.
• Identify and implement innovative workplace solutions, including:
• Digital experience monitoring
• AI-enabled user support
• Modern device lifecycle and deployment approaches
• Benchmark services against industry best practices and continuously improve experience and cost efficiency.
• Manage strategic vendors and service providers for workplace technologies.
• Own budgeting, forecasting, and cost optimization for workplace technology services.
• Ensure contract performance, SLAs, and value realization.
• Ensures the completeness of documentation for endpoint infrastructure configurations, and that such documentations are regularly updated and kept secure.
• Oversees the recovery and repair of IT assets (employing both in-house ITG repair personnel and external service providers).
• Manages the continuous assessment of the service performance of service vendors of end-user computing equipment. Oversees the correction of substandard vendor service and recommends vendor replacement where needed.
• Monitors the testing and evaluation of new end-user computing equipment, e.g. desktops, laptops and printers, monitors, scanners, etc. and recommends new technical standards as necessary.
• Recommends personnel training and development strategies for departmental personnel, ensuring that personnel’s technical knowledge and skills are current. Encourage cross-posting and intra-department knowledge transfers.
• Handles the performance management of the departmental personnel; carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; namely, interviewing, and training employees; assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.