IT Operations Manager: Service Delivery Leader

PCWORX IT Solutions; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

PCWORX IT Solutions is seeking an Operations Manager (IT) to lead day-to-day operations of the Service Delivery Group, including Field Support Services, Service Desk, and Asset Services Management. You will safeguard SLA/KPI targets, drive workforce productivity, and implement continuous improvement initiatives.

Ideal candidates have 5-7 years in IT Operations or Managed Services, with strong ITSM and governance knowledge, and proven leadership across cross-functional teams.

Qualifications

• Bachelor's degree in IT, engineering, business, or management.
• Six Sigma and/or ITIL certification is an advantage.
• 5-7 years in IT Operations, Service Delivery, or Managed Services.
• Proven experience managing Service Desk, Field Support, and IT Operations teams.
• Strong ITSM, SLA management, and governance knowledge.
• Excellent leadership, client management, problem-solving, and decision-making.
• Strong analytical, reporting, and process-improvement capabilities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Oversee daily operations of Service Delivery groups including FSS, Service Desk, and ASM.
• Ensure SLAs, KPIs, contractual obligations, and service quality standards.
• Monitor ticket aging, dispatch efficiency, escalations, and productivity.
• Ensure timely resolution of incidents and service requests.
• Coordinate with clients, teams, and stakeholders to maintain stability.
• Lead and mentor Service Delivery Managers, Team Leads, and ASMs.
• Drive continuous improvement, standardize processes, and drive automation.
• Provide escalation management and client communications during major incidents.

Skills

Leadership

Client management

Problem solving

Decision making

Stakeholder management

ITSM knowledge

SLA management

Analytical skills

Reporting capabilities

Communication skills

Microsoft Office proficiency

ITIL certification

Education

Bachelor's degree in Information Technology, Computer Engineering, Business Administration, Management

Tools

Microsoft Office

ITSM tools

Job description

PCWORX IT Solutions is seeking an Operations Manager (IT) to lead day-to-day operations of the Service Delivery Group, including Field Support Services, Service Desk, and Asset Services Management. You will safeguard SLA/KPI targets, drive workforce productivity, and implement continuous improvement initiatives.

Ideal candidates have 5-7 years in IT Operations or Managed Services, with strong ITSM and governance knowledge, and proven leadership across cross-functional teams.