IT Programs & Rollouts Manager

AE - BUSINESS PROCESS OUTSOURCING INC; Quezon City; Presencial; PHP 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

AE - BUSINESS PROCESS OUTSOURCING INC is seeking an IT Project & Implementation Manager to translate IT strategy into delivered initiatives. You will own planning, scheduling, cross-team coordination, and service-management processes to keep SLAs as the organization scales.

Reporting to the IT Manager, you will partner with CAO, Operations, IT team, vendors, and contractors to ensure work is planned and executed effectively.

Formación

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Responsabilidades

• Run a single intake process for IT requests and projects and maintain a prioritised backlog.
• Build and maintain project plans, timelines, resource assignments, milestones, risks, and dependencies.
• Escalate early when project dates or scope are at risk.
• Publish weekly status updates and monthly portfolio summaries for leadership.
• Plan system rollouts with Operations, including timing around peak periods, pilots, cutover steps, and rollback plans.
• Coordinate user communications, training materials, go-live support, and post-launch adoption checks.
• Close projects with documented handoffs to support.
• Own the ticketing workflow, including categories, priorities, routing, and escalation paths.
• Define SLA targets with stakeholders, report performance monthly, and lead corrective actions when targets are missed.
• Run post-incident reviews for major outages and track corrective actions to completion.
• Maintain a knowledge base and standard procedures to improve first-contact resolution.
• Serve as Operations' primary day-to-day contact for IT work in progress.
• Translate operational needs into clear requirements for the IT team.
• Maintain a shared change calendar so system changes are communicated and coordinated effectively.

Conocimientos

IT project management

ITSM processes

Written communication

Cross-functional collaboration

Executive updates

Educación

PMP

CAPM

Agile/Scrum

ITIL 4 Foundation

Herramientas

Jira Service Management

ServiceNow

Freshservice

Zendesk

Asana

Monday

Smartsheet

Descripción del empleo

AE - BUSINESS PROCESS OUTSOURCING INC is seeking an IT Project & Implementation Manager to translate IT strategy into delivered initiatives. You will own planning, scheduling, cross-team coordination, and service-management processes to keep SLAs as the organization scales.

Reporting to the IT Manager, you will partner with CAO, Operations, IT team, vendors, and contractors to ensure work is planned and executed effectively.