IT Service Center Lead: 24/7 Support & Process Optimizer

Cardinal Health; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Cardinal Health is seeking an IT Service Center Leverage Supervisor to lead the ITSC Leverage team in the Philippines. The role focuses on overseeing service delivery, performance, and continuous improvement across both customer-facing and client-facing operations.

The successful candidate will manage staff performance, ensure timely incident resolution, and partner with IT teams to optimize service delivery. Strong ServiceNow experience and ITIL familiarity are preferred.

Qualifications

• 2+ years as IT Supervisor (preferably Service Delivery/ Support Desk)
• 5+ years in IT field
• Bachelor’s degree or equivalent work experience
• Excellent communication with internal/external customers
• Able to read/interpret technical documents to troubleshoot hardware/software
• ServiceNow experience including queue/incident management
• Flexibility for 24x7, after-hours, or weekend operations
• ITIL Foundations certification preferred

Responsibilities

• Lead IT Service Center Leverage team to meet service standards
• Manage staff performance, quality, and productivity
• Drive continuous improvement and operational efficiency in IT Tier 1 support
• Analyze IT support activities and implement tool/process improvements
• Act as liaison between customers, clients, and IT teams to resolve issues
• Collaborate with cross-functional IT teams to restore services and identify root causes
• Ensure coverage across standard hours, after-hours, and weekends

Skills

Leadership

Communication

Problem solving

Operational analytics

Customer service

Education

Bachelor’s degree in related field

Tools

ServiceNow

Verint

STAC

Job description

Cardinal Health is seeking an IT Service Center Leverage Supervisor to lead the ITSC Leverage team in the Philippines. The role focuses on overseeing service delivery, performance, and continuous improvement across both customer-facing and client-facing operations.

The successful candidate will manage staff performance, ensure timely incident resolution, and partner with IT teams to optimize service delivery. Strong ServiceNow experience and ITIL familiarity are preferred.