Manager, IT Operations

Tarro; Manila; On-site; PHP 1,600,000 - 2,400,000; Full time

Job summary

Tarro in Manila (Pasig City) seeks an experienced Manager, IT Operations to own global IT operations strategy and run a team onsite. Typical hours 3AM–12PM, Tue–Sat, Asia/Manila time; travel approx. 20% with quarterly visits to Dumaguete and Kuala Lumpur.

Reports to Head of Global IT and Security. The role requires 8+ years IT experience including 3+ years leading a team, strong KPI and performance management skills, and broad networking/security knowledge.

Qualifications

• 8+ years of IT experience and 3+ years leading a team.
• Experience with IT KPIs, metrics, and performance management.
• Broad, generalist knowledge of networking, information security, and workstation technologies.
• Strong people management and project management skills.
• Scripting and APIs experience.
• Ability to work independently in ambiguous situations.

Responsibilities

• Own IT Operations strategy, operating models, and ways of working.
• Manage a high-performing IT Operations team.
• Partner with IT Operations leaders on global focal area strategies within your team.
• Provide regular feedback around direct reports' performance.
• Foster decision making on the team, but make final decisions when necessary.
• Set and manage technology consumers' expectations.
• Participate in production support incidents and resolve incidents.
• Develop and enforce IT policies and practices.
• Resolve issues escalated by technicians and engineers.
• Provide support and guidance to users via service management tools.

Skills

IT leadership

Team leadership

IT KPIs & performance management

Networking & security

Scripting & APIs

Project management

Ambiguity tolerance

LLMs / AIOps awareness

Job description

About us:

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.

Tarro has been profitable for nearly a decade and has seen 5x revenue growth in the past four years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development, and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built Ins top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! Helping restaurants thrive, not just survive.

What we’re looking for:

We are looking for an experienced Manager, IT Operations that will own the global strategy and execution for IT Operations efficiency and operating models, as well as directly manage a team of IT operations staff.

This position is onsite at our offices in Manila (Pasig City), with typical working hours from 3AM until 12PM noon, Tuesday through Saturday, Asia/Manila time (GMT +8.) Working hours may sometimes flex with the needs of the business. This role requires approximately 20% travel, and will spend some time each quarter outside the home office at our offices in Dumaguete and Kuala Lumpur.

This position reports to the Head of Global IT and Security.

What you will accomplish:

• Own the strategy and execution of IT Operations efficiency, operating models, and ways of working


• Manage a high-performing team of IT Operations staff


• Partner with other IT Operations leaders on implementing their global focal area strategies within your team


• Give regular and clear feedback around direct reports' performance


• Foster decision making on the team, but make final decisions when necessary


• Set and manage technology consumers' expectations


• Participate in production support incidents and hold team accountable for doing application support and resolving incidents


• Develop and enforce IT policies and practices


• Resolve issues escalated by technicians and engineers


• Provide support and guidance to users via service management tools

One year deliverables:

• IT Operations operating model that defines efficient work


• IT KPI baselining, measurement, and executive reporting


• High level of automation within IT Operations processes


• Performance management and career development frameworks

About you:

• You have 8+ years of IT experience, with 3+ years leading a team


• You have experience with IT KPIs, metrics, and performance management


• You have high expectations for both yourself and others


• You have broad, generalist knowledge of networking, information security, and workstation technologies


• You have excellent, high-level people management skills combined with project management skills


• You think critically about the status quo and how it can be improved


• You have experience with scripting and APIs


• You are comfortable working independently in ambiguous situations

Bonus points:

• You have experience building tools using LLMs and adopting AIOps principles


• You are experienced in startups and/or rapid-growth companies


• You are passionate about coaching, mentorship, and career development


• You are obsessed with delighting customers


• You are open and willing to take on additional responsibilities that may be outside of this role. We are a growing company!

If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!

Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.