IT Service Center Lead – 24/7 Support & Ops Excellence

Cardinal Health; Taguig; Hybrid; PHP 900,000 - 1,200,000; Full time

Job summary

Cardinal Health's IT Service Center is seeking an experienced Leverage Supervisor to lead the ITSC team supporting customer-facing operations. You will drive performance, coordinate incident response, and implement process improvements to ensure service continuity across standard and extended hours.

The role requires strong IT operations management, ServiceNow expertise, and a commitment to quality analytics and workforce optimization. A bachelor's degree and ITIL certification are preferred.

Qualifications

• At least 2 years of experience as IT Supervisor, Service Delivery or Support Desk.
• 5+ years in related IT field preferred.
• Bachelor’s degree in a related field or equivalent experience.
• Strong communication with internal and external customers.
• Proven operations management skills with attention to detail.
• ServiceNow experience with queue and incident management.
• Willingness to support 24x7, after-hours, or weekend operations.
• Experience with quality, workforce management, reporting and analytics (DPA, Verint, STAC).
• ITIL Foundations certification preferred.

Responsibilities

• Lead ITSC Leverage team and supervise performance to meet standards.
• Manage IT staff performance, quality, and productivity.
• Drive continuous improvement and operational efficiency within IT Tier 1.
• Analyze support activities and implement tool and process improvements.
• Liaise between customers, clients, and IT teams to resolve issues.
• Collaborate with cross-functional IT teams to restore services and identify root causes.

Skills

IT Leadership

Communication

Operations Management

ServiceNow

Incident Management

Process Improvement

Data Analytics

24x7 Support

Team Supervision

Education

Bachelor's degree or equivalent

ITIL Foundations certification

Job description

Cardinal Health's IT Service Center is seeking an experienced Leverage Supervisor to lead the ITSC team supporting customer-facing operations. You will drive performance, coordinate incident response, and implement process improvements to ensure service continuity across standard and extended hours.

The role requires strong IT operations management, ServiceNow expertise, and a commitment to quality analytics and workforce optimization. A bachelor's degree and ITIL certification are preferred.