Officer - GTEWS IT Service Delivery Manila

Sagility; Quezon City; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

Sagility is hiring an Officer for IT Service Delivery in Manila to oversee and optimize IT services. The role requires 3+ years in IT management and at least 2-3 years in a leadership capacity, with strong vendor management and problem-solving skills.

Education must be MCA/BCA, BE or BTech, and the job involves coordinating incident and change management, monitoring SLAs, and leading a team to ensure reliable service delivery for healthcare clients in their global operations.

Qualifications

• Master's or Bachelor's degree in MCA/BCA, BE/BTech.
• 3+ years of IT management experience with 2-3 years in a team-leader or managerial role.
• Strong vendor management, communication, and problem-solving skills.

Responsibilities

• Oversee end-to-end IT service delivery operations and ensure timely incident resolution.
• Lead a team of IT support technicians with coaching and performance evaluations.
• Collaborate to define SLAs and operational procedures and implement ITIL-based processes.
• Monitor service metrics and report on performance to drive improvements.

Skills

Technical troubleshooting

Vendor management

Communication

Time management

Team leadership

IT service delivery

Incident management

Problem solving

Education

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

Tools

Mac

Linux

Windows

Job description

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

Officer - GTEWS IT Service Delivery Manila

Officer - GTEWS IT Service Delivery Manila

About Sagility

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.

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 organization's needs, ensuring efficiency, responsiveness, and customer satisfaction while maintaining high standards of service quality and reliability.

Job title:

Officer - GTEWS IT Service Delivery Manila

Job Description:

Work Type: 2 or 3 days zeta and or, 2 or 3 days Alabang.

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 IC S AT, ES AT scores are maintained

Location:

Quezon City, Bridgetowne ZetaPhilippines