IT SPOC & GBF Site IT Team Lead

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 900,000 - 1,350,000; Full time

Job summary

Sagility, a global BPM and IT services leader, is seeking an IT SPOC & GBF Site IT Team Lead in Quezon City. You will oversee end-to-end IT service delivery, drive incident resolution, and mentor a team of support technicians.

Collaborating with stakeholders to define SLAs, implement ITIL processes, and optimize IT operations, you’ll manage budgets and coordinate vendor activities while advancing service quality across the GBF site.

Qualifications

• Master's or bachelor's degree in MCA/BCA, BE/BTech.
• 3+ years IT management experience; 2–3 years in leadership.
• Strong troubleshooting, vendor management, and communication skills.

Responsibilities

• Oversee end-to-end IT service delivery and incident resolution.
• Lead a team of IT support technicians with coaching and reviews.
• Define SLAs and document operational procedures.
• Implement ITIL-based processes for incident, problem, and change management.
• Monitor metrics and report performance; manage IT budget.
• Coordinate with vendors for procurement and licensing.

Skills

Technical troubleshooting

Vendor management

Communication

Time management

Network architecture

IT incident management

Mac/Linux/Windows

Cloud/VDI Infra

Education

Master's/Bachelor's in MCA/BCA, BE/BTech

Tools

Mac OS

Linux

Windows

Cloud

VDI

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.

Job title

IT SPOC & GBF Site IT Team Lead

Education

Master's/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 IT department 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 ICATS, ESAT scores are maintained

Location

Quezon City, Bridgetowne GBF Center 1Philippines

About the company

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. Already keen? Discover your next role with Sagility, a great place to work.