IT SPOC And GBF Site IT Team Lead

Sagility; Quezon City; Vor Ort; PHP 1.200.000 - 2.000.000; Vollzeit

Zusammenfassung

Sagility, a leading provider of BPM and IT services for healthcare, invites applications for an IT SPOC & GBF Site IT Team Lead in Quezon City, Philippines. The role focuses on overseeing IT service delivery, managing a team, and ensuring high service reliability.

The incumbent will collaborate with stakeholders to define SLAs and drive continuous improvement. The ideal candidate holds a Master’s or Bachelor’s in MCA/BCA or BE/Tech with 3+ years in IT management, including 2–3 years in a team

Qualifikationen

• Masters or Bachelor’s degree in MCA/BCA or BE/Tech.
• Minimum 3+ years in IT management with 2–3 years in a team‑lead/managerial role.
• Strong troubleshooting, vendor management, communication, and time management skills.

Aufgaben

• Oversee end‑to‑end IT service delivery and ensure timely incident resolution.
• Lead a team of IT technicians; provide coaching and performance reviews.
• Define SLAs and operational procedures with stakeholders.
• Implement ITIL processes for incident, problem, and change management.
• Improve incident response time through process optimization and training.
• Monitor service metrics and report performance; manage vendor relations.
• Budget planning and allocation for IT projects; guide team members.

Kenntnisse

Technical troubleshooting & problem‑sl

Vendor management & procurement

Clear communication & interpersonal

Time management & multitasking

Ausbildung

Masters/Bachelor’s in MCA/BCA or BE/Tech

Tools

Mac/Linux/Windows platforms

Cloud & VDI Infra

ITIL-based processes

Jobbeschreibung

Job Description:

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The role of the incumbent is to oversee and enhance the delivery of IT services to meet the organizations needs, ensuring efficiency, responsiveness, and customer satisfaction while maintaining high standards of service quality and reliability.

Job title:

IT SPOC & GBF Site IT Team Lead

Education:

Masters/bachelor’s degree in MCA/ BCA, BE / B. Tech,

Experience:

3+ Years experience in IT Management with at least 2-3 years’ experience as a team leader or in an ITdepartment managerial role.

Mandatory Skills:

• Technical troubleshooting and problem-solving
• Vendor management and procurement
• Excellent communication and interpersonal skills
• Excellent time management, multitasking skills and strong problem-solving skills

Preferred Skills:

• Comprehensive Understanding of Network architecture and Client/ server
• Extensive experience in the delivery of IT incident and problem management
• Experience with Mac, Linux and Windows platforms
• Cloud and VDI Infra

Roles & responsibilities:

• Managed end-to-end IT service delivery operations, ensuring timely incident resolution and service request fulfilment.
• Led a team of [X] support technicians, providing coaching, training, and performance evaluations.
• Collaborated with stakeholders to define and document service-level agreements (SLAs) and operational procedures.
• Implemented ITIL-based processes, including incident management, problem management, and change management.
• Improved incident response time by [X]% through process optimization and team training.
• Monitored service metrics and generated reports to track performance and identify areas for improvement.
• Worked closely with vendors to manage hardware and software procurement, maintenance, and licensing.
• Conducted user satisfaction surveys to gather feedback and drive continuous service improvement.
• Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages
• Managing and reporting on allocation of IT budget
• Providing direction for IT team members
• Identifying opportunities for team training and skills advancements
• Ensure IC SAT, ESAT scores are maintained

Location:

Quezon City, Bridgetowne GBF Center 1Philippines