IT Operations Senior Manager (ServiceDesk)

John Clements Consultants, Inc.; Taguig; Hybrid; PHP 2,400,000 - 4,200,000; Full time

Job summary

John Clements Consultants, Inc. seeks a Technology Operations Senior Manager to lead global technology operations, infrastructure services, and support initiatives.

You will oversee operations teams, drive service reliability, and guide modernization programs involving AI, automation, and digital support technologies. The role requires extensive experience managing distributed teams, stakeholder collaboration, and expertise in CCaaS and omnichannel platforms to improve availability and

Qualifications

• 7+ years in Technology Operations or related field.
• 3+ years in management with global teams.
• Strong stakeholder management and strategic transformation track record.
• Experience with CCaaS and omnichannel support tech.

Responsibilities

• Lead technology operations teams and managers across regions.
• Oversee IT service delivery across infrastructure, networks, and databases.
• Drive availability, reliability, recovery, and business continuity initiatives.
• Lead automation, modernization, and AI-powered service management.
• Manage risks, controls, compliance, and audit requirements.
• Monitor metrics, costs, capacity, and resource needs.
• Partner with global technology, business, vendors, and executives.
• Develop policies, procedures, and operational strategies.

Skills

Technology Operations

Leadership

Global teams

Stakeholder management

CCaaS platforms

Omnichannel engagement

ServiceNow

AI in service management

Tools

ServiceNow

CCaaS platforms

Job description

About the role

Our client, a leading global organization, is looking for a Technology Operations Senior Manager to lead technology operations, infrastructure services, and global support initiatives. This role will oversee technology operations teams, drive service reliability and operational excellence, and lead modernization initiatives involving AI, automation, digital support, and Contact Center technologies.

Key responsibilities

• Lead and develop teams of technology operations professionals and managers
• Oversee IT service delivery across infrastructure, network, database, server, and storage environments
• Drive technology availability, reliability, recovery, and business continuity initiatives
• Lead process improvements, automation, and technology modernization programs
• Manage technology operations risks, controls, compliance, and audit requirements
• Monitor operational metrics, service performance, costs, capacity, and resource requirements
• Partner with global technology, business, vendor, and executive stakeholders
• Develop and implement policies, procedures, and operational strategies
• Drive adoption of AI-powered service management, intelligent automation, and self-service solutions
• Lead globally distributed teams across multiple geographies, cultures, and time zones

About you

• 7+ years of experience in Technology Operations or a related field
• 3+ years of management or leadership experience
• Strong experience managing global or geographically distributed teams
• Proven stakeholder management and strategic transformation experience
• Technical expertise in Contact Center Platforms and CCaaS technologies
• Knowledge of omnichannel support technologies including voice, chat, email, virtual assistants, and digital engagement
• Experience with ServiceNow or similar IT service management platforms
• Strong people management, coaching, training, and quality management capabilities
• Experience with AI-driven service management, automation, predictive analytics, and generative AI
• Understanding of cloud platforms, digital workplace technologies, and modern IT service delivery models