IT Operations Manager — Managed Services & Governance

Planit Philippines Corporation

Philippines

On-site

PHP 1,000,000 - 1,800,000

Full time

14 days+

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Job summary

NRI Australia & New Zealand is seeking an experienced IT services delivery professional to join our Managed Services team. You will oversee operational reporting, SLEx processes, and governance across client accounts, ensuring reliability and value.

The role emphasizes collaboration with SDM and AM teams, incident and change management, and continuous service improvement. Applicants should bring 5+ years in managed services or government settings, strong IT infrastructure knowledge, and

Qualifications

5+ years’ experience overseeing the delivery of IT services in a managed service environment or large government agency
High level working knowledge of IT infrastructure components including hardware, software, networks, cloud services, security systems, applications & IT service management
Technical proficiency & knowledge of IT infrastructure, networks & systems to effectively manage & troubleshoot issues
Excellent communication skills to effectively interact with team members, senior management, customers & other stakeholders
Strong leadership skills to effectively manage a team of IT professionals & drive performance
Eff ective analytical & problem-solving skills
Understanding of constructs of commercial contracts
Formal ITIL qualification desirable
Experience in governance models i.e. ITIL, PRINCE2, AGILE, BABOK desirable

Responsibilities

Oversee operational reports per service schedules or requirements
Prepare Service Level Exemption reports to facilitate service penalty recovery costs
Track and report on Earn Back status
Document Service Improvement Plans where Service Level Targets have been missed
Maintain contract awareness to facilitate delivery of relevant services, and to achieve and maintain defined service levels and a high level of customer satisfaction
Assume the designated role within documented Incident, Problem, Change and Service Continuity Management processes as they apply on the nominated account
Become the conduit for governance and process improvement for the technical teams from the SDM and AM perspective
Build and maintain open lines of communication with the key internal and external relationships
Coordination of shared infrastructure maintenance activities (patching, break-fix)
Coordination of Data Centre customer service request activities (reactive) (equipment installs, connectivity requirements, fault management), etc – all DC activities are billable to the client)
Reporting:
Operational Reports delivered in accordance with Service Schedules or requirements
Prepare Service Level Exemption reports to facilitate service penalty recovery costs;
Document Service Improvement Plans where Service Level Targets have been missed.
Customer:
Maintain contract awareness to facilitate delivery of relevant services, and to achieve and maintain defined service levels and a high level of customer satisfaction;
Become the conduit for governance and process improvement for the technical teams from the SDM and AM perspective.
Become the conduit for Project to BAU handover activities from the SDM and AM perspective.
Build and maintain open lines of communication with the key internal and external relationships.
People:
Follows/Contributes to Procedures and Documentation;
Completion of mandatory and assigned training;
Account specific Training Plans;
Contribute to the account plan for Succession & Relief workload planning