IT SERVICE DELIVERY GROUP OPERATIONS MANAGER

Information Professionals, Inc.; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Information Professionals, Inc. is seeking a Senior Operations Manager to oversee Service Desk, FSS, and ASM teams in Quezon City. Direct-hire position with full on-site work, Monday to Friday 8:30am–6pm.

You will ensure SLAs, KPIs, and governance, coach staff, drive automation, and optimize service delivery with focus on efficiency and client satisfaction.

Qualifications

• Bachelor’s degree in IT or a computer field.
• 5+ years managing Managed Services Ops, Service Desk and Field Support in an IT company.
• Six Sigma and/or ITIL certification.
• At least 5 years combined supervisory/management experience.
• Amenable to work on-site in Quezon City.

Responsibilities

• Oversee daily operations of Service Desk, FSS, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor operational metrics including ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.
• Ensure timely and accurate communication with clients during critical incidents.
• Lead recovery actions for SLA risks, operational gaps, and escalations.
• Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.
• Conduct coaching sessions, performance reviews, and alignment meetings.
• Drive accountability and enforce operational standards and governance.
• Ensure adherence to internal policies, client requirements, and compliance standards.
• Lead initiatives focused on automation, efficiency, and operational optimization.
• Ensure optimal utilization of field engineers, service desk agents, and support teams.
• Review and validate operational reports, incident reports, client updates, and dashboards.
• Ensure accurate documentation of escalations, corrective actions, and performance reviews.

Skills

Managed Services Ops

Service Desk

Field Support

ITIL

Six Sigma

Leadership

On-site Work

Education

Bachelor’s degree in IT or computer field

Job description

Qualifications

• Bachelor’s degree in Information Technology, or any computer field

• 5+ years of experience handling Managed Services Operations, Service Desk, Field Support Services in an IT company

• With Six Sigma and/or ITIL certification

• At least 5 years combined experience in supervisory and management

• Amenable to work on-site in QC

Job Details

• Direct-hire to client

• Full on-site

• Location: 384-B E. Rodriguez Sr. Ave. Brgy. Immaculate Concepcion, Quezon City

• Schedule: M-F, 8:30am to 6pm

Responsibilities

• Oversee daily operations of Service Desk, FSS, and ASM teams.

• Ensure compliance with client SLAs, KPIs, and contractual obligations.

• Monitor operational metrics including ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.

• Ensure timely and accurate communication with clients during critical incidents.

• Lead recovery actions for SLA risks, operational gaps, and escalations.

• Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.

• Conduct coaching sessions, performance reviews, and alignment meetings.

• Drive accountability and enforce operational standards and governance.

• Ensure adherence to internal policies, client requirements, and compliance standards.

• Lead initiatives focused on automation, efficiency, and operational optimization.

• Ensure optimal utilization of field engineers, service desk agents, and support teams.

• Review and validate operational reports, incident reports, client updates, and dashboards.

• Ensure accurate documentation of escalations, corrective actions, and performance reviews.