IT Service Operations Leader

Singlife Philippines; Metro Manila; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

Singlife Philippines is seeking a Service Operations Manager to lead ITSM functions and deliver reliable, customer-focused IT services. You will own end-to-end incident and problem processes and drive improvement through SLA/KPI governance, knowledge management and automation.

You will collaborate with technology teams, vendors and stakeholders to enhance service stability, governance and continuous improvement across the organization.

Qualifications

• 5–7 years of ITSM/IT Operations experience.
• 2–3 years of leadership experience.
• Strong ITIL/ITSM knowledge.
• ITSM tool experience.
• Analytical capability.
• Excellent communication.
• ITIL 4 certification and regulated-industry experience are preferred.

Responsibilities

• Lead Service Desk, Incident, Major Incident and Problem Management to deliver reliable IT services.
• Own end-to-end incident and problem processes including prioritization, escalation, service restoration, RCA and known error management.
• Drive operational excellence through SLA/KPI management, reporting, governance, knowledge management, shift-left, automation and continual service improvement.
• Coordinate with technology teams, vendors, cybersecurity, and service providers to resolve disruptions and improve service stability.
• Lead operational reviews, compliance activities and service improvement initiatives.
• Provide leadership, coaching and performance management to Service Desk and support teams.

Skills

ITIL/ITSM

Leadership

ITSM tools

Stakeholder management

Analytical thinking

Communication skills

IT Operations

Job description

Singlife Philippines is seeking a Service Operations Manager to lead ITSM functions and deliver reliable, customer-focused IT services. You will own end-to-end incident and problem processes and drive improvement through SLA/KPI governance, knowledge management and automation.

You will collaborate with technology teams, vendors and stakeholders to enhance service stability, governance and continuous improvement across the organization.