IT Operations Manager

Private Advertiser; Metro Manila; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Private Advertiser in Manila is seeking an IT Operations Manager to lead our technology team and own the IT operations stack from service desk to infrastructure, security, and application support.

The role requires 7+ years in IT operations with 3+ years in leadership, ITIL, and experience managing a service desk and MSP relationships. Strong communication and cross-functional collaboration are essential to drive operational excellence.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field.
• 7+ years' experience in IT operations, service delivery or infrastructure management roles, with at least 3 years in a team leadership or management position.
• Demonstrated experience managing a service desk function, including ownership of SLAs, KPIs, ticketing platforms, and first/second/third line escalation structures.
• Experience governing a managed service provider or outsourced IT partner relationship, including contract management, SLA reporting and formal service review processes.
• Strong understanding of ITSM frameworks — ITIL Foundation certification or equivalent practical experience.
• Practical experience with endpoint security tools, including EDR platforms (CrowdStrike Falcon or equivalent), and familiarity with security monitoring, alert triage and incident response processes.
• Working knowledge of Salesforce administration in an enterprise support context — user management, licences, configuration, and environment governance.
• Experience supporting finance systems in an operational context, including liaising with finance teams on system issues, upgrades and reporting requirements.
• Strong written and verbal communication skills — able to produce clear operational reporting, run effective service review meetings, and escape risk to senior leadership concisely.
• Demonstrated ability to manage multiple priorities simultaneously across a varied operational environment without losing discipline on fundamentals.

Responsibilities

• Own the full IT operations stack from service desk through to infrastructure, security and application support.
• Direct leadership of an internal team, with strategic oversight of an outsourced MSP partnership.
• High visibility and direct access to the Head of Technology, with influence over how the operations function is shaped and scaled.
• Work in a fast-moving, entrepreneurial organisation where operational excellence enables business growth.

Skills

Leadership

People management

IT operations

ITSM

Incident management

Security monitoring

Communication skills

Strategic oversight

Education

Bachelor's degree in Information Technology or related field

ITIL v4 Foundation certification

CrowdStrike Falcon certification

Tools

Jira Service Desk

Ninja1

Microsoft 365

Entra ID

Intune

CrowdStrike Falcon

Salesforce Administration

Job description

An Australian financial company is looking for an IT Operations Manager to join our technology team in Manila. This role reports directly to the Head of Technology and carries end-to-end accountability for the operational technology services that keep our three business groups — Brighten Home Loans, Real Asset Management, and RAM Group — running reliably, securely and efficiently every day.

The IT Operations Manager will have direct leadership of an internal team comprising a Service Desk, a Security Analyst, and an Applications Support team (Salesforce Administrator, Applications Support Analyst, and Finance Systems Support Analyst). They will also be responsible for the governance, performance and commercial management of our outsourced Managed Service Provider (MSP), which delivers middle and back office infrastructure support across the group, and for overseeing our CrowdStrike 24/7 security monitoring capability.

This is a hands‑on management role that requires someone equally comfortable resolving a major incident at 2am and presenting a service performance report to the Head of Technology the following morning. You will bring structure, discipline and continuous improvement to a growing technology operations function, while maintaining the high availability and security standards expected of a regulated non‑bank lender and asset manager.

About the role:

• Broad operational mandate — own the full IT operations stack from service desk through to infrastructure, security and application support.
• Direct leadership of an internal team, combined with strategic oversight of an outsourced MSP partnership — a genuinely varied management challenge.
• High visibility and direct access to the Head of Technology, with real influence over how the operations function is shaped and scaled.
• Work within a fast-moving, entrepreneurial organisation where operational excellence directly enables business growth.

Key Accountabilities:

• People Leadership
• Service Desk Management
• MSP Governance & Infrastructure
• Security Operations & CrowdStrike
• Application Support
• ITSM & Process
• Reporting & Continuous Improvement

Requirements:

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field.
• 7+ years' experience in IT operations, service delivery or infrastructure management roles, with at least 3 years in a team leadership or management position.
• Demonstrated experience managing a service desk function, including ownership of SLAs, KPIs, ticketing platforms, and first/second/third line escalation structures.
• Experience governing a managed service provider or outsourced IT partner relationship, including contract management, SLA reporting and formal service review processes.
• Strong understanding of ITSM frameworks — ITIL Foundation certification or equivalent practical experience — covering incident, problem, change and request management.
• Practical experience with endpoint security tools, including EDR platforms (CrowdStrike Falcon or equivalent), and familiarity with security monitoring, alert triage and incident response processes.
• Working knowledge of Salesforce administration in an enterprise support context — user management, licences, configuration, and environment governance.
• Experience supporting finance systems in an operational context, including liaising with finance teams on system issues, upgrades and reporting requirements.
• Strong written and verbal communication skills — able to produce clear operational reporting, run effective service review meetings, and escape risk to senior leadership concisely.
• Demonstrated ability to manage multiple priorities simultaneously across a varied operational environment without losing discipline on fundamentals.

Qualifications:

• ITIL v4 Foundation certification or higher.
• CrowdStrike Falcon certification or formal training (e.g. CCFA, CCFR, CCFH).
• Experience managing IT operations within a regulated financial services environment — non-bank lender, wealth manager, or similar.
• Familiarity with Jira Service Desk, Ninja1, Microsoft 365, Entra ID, and Intune endpoint management in an enterprise support context.
• Experience with patch management, vulnerability scanning tools and working alongside a security analyst function.
• Exposure to disaster recovery planning and business continuity testing for IT systems.
• Experience working with geographically distributed teams across multiple time zones.
• A calm, decisive leader under pressure — someone the team looks to during incidents and who brings clarity when things go wrong.
• Highly organised with a strong process mindset — you build systems and habits that make the team consistently reliable, not just occasionally brilliant.
• Commercially astute — you understand that vendor relationships need to be managed with both firmness and partnership, and that IT operations ultimately exists to serve the business.
• Honest, transparent and accountable — you surface problems early, own mistakes, and drive them to resolution without blame.
• A genuine people developer — invested in the growth of your team members and willing to give time to coaching and career development.
• Strong attention to detail, a mature positive attitude and a high degree of personal accountability