IT Services Operations Leader - Drive Efficiency & Growth

Planit; Philippines; On-site; PHP 4,047,000 - 5,396,000; Full time

Job summary

NRI Australia & New Zealand is seeking an experienced IT Service Delivery professional to oversee managed services for major accounts. You will coordinate service governance, drive improvements, and manage incidents and changes with a focus on uptime and client satisfaction.

You’ll interact with SDM/AM teams, align on contractual obligations, and lead efforts to ensure quality outcomes across infrastructure, networks, and security domains.

Qualifications

• 5+ years’ experience overseeing the delivery of IT services in a managed service environment or large government agency.
• Strong knowledge of IT infrastructure components including hardware, software, networks, cloud services, security systems, applications and IT service management.
• Excellent communication skills with team members, senior management, customers and stakeholders.
• Strong leadership to manage IT professionals and drive performance.
• Analytical and problem-solving abilities; understanding of commercial contracts.

Responsibilities

• Operational Reports delivered in accordance with Service Schedules or requirements.
• Prepare Service Level Exemption reports to facilitate service penalty recovery costs.
• Track and report on Earn Back status.
• Document Service Improvement Plans where Service Level Targets have been missed.
• Maintain contract awareness to deliver relevant services and achieve defined service levels and customer satisfaction.
• Assume roles within Incident, Problem, Change and Service Continuity Management processes as applicable.
• Contribute to governance and process improvement for technical teams from SDM and AM perspectives.
• Build and maintain open lines of communication with internal and external relationships.
• Coordinate shared infrastructure maintenance activities (patching, break-fix) and Data Centre service requests.

Job description

NRI Australia & New Zealand is seeking an experienced IT Service Delivery professional to oversee managed services for major accounts. You will coordinate service governance, drive improvements, and manage incidents and changes with a focus on uptime and client satisfaction.

You’ll interact with SDM/AM teams, align on contractual obligations, and lead efforts to ensure quality outcomes across infrastructure, networks, and security domains.