Officer - GTEWS IT Service Delivery Manila

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Sagility Philippines B.V Branch is seeking an experienced Officer for GTEWS IT Service Delivery Manila to oversee IT service delivery operations. The role focuses on incident resolution, service request fulfilment, and coordinating a team to ensure high service quality.

The incumbent will implement ITIL-based processes, collaborate with vendors, monitor metrics, and drive improvements in incident response times. Location is Manila with mixed-site work arrangements.

Qualifications

• 3+ years IT management experience with at least 2-3 years in a team leader or management role.
• Education: Master's/Bachelor's degree in MCA/BCA, BE/B.Tech.
• Mandatory skills include troubleshooting, vendor management, communication, and time management.

Responsibilities

• Managed end-to-end IT service delivery operations, ensuring incident resolution and service request fulfilment.
• Led a team of support technicians, providing coaching, training, and performance evaluations.
• Collaborated with stakeholders to define SLAs and document operational procedures.
• Implemented ITIL-based processes (incident, problem, change management).
• Monitored service metrics and generated reports for performance improvements.
• Worked with vendors on hardware/software procurement, maintenance, and licensing.
• Conducted user satisfaction surveys to drive continuous improvement.
• Overseeing timeframes for major IT projects including updates, upgrades, migrations, outages.
• Managed and reported on IT budget allocation and utilization.
• Provided direction for IT team members and identified training opportunities.

Skills

Technical troubleshooting

Vendor management

Communication skills

Time management & multitasking

Education

Master's/Bachelor's in MCA/BCA, BE/B.Tech

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 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
• EnsureICSAT, ESAT scores are maintained

Location:

Quezon City, Bridgetowne ZetaPhilippines

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.