SDG Operations Manager in Cubao QC

Global Executive Solutions Group; Quezon City; On-site; PHP 2,000,000 - 3,500,000; Full time

Job summary

Global Executive Solutions Group is seeking an SDG Operations Manager to lead the Service Delivery Group in Cubao QC. The role oversees Field Support Services, Service Desk, and Account Service Management, driving SLA compliance and service quality while guiding teams to meet business and client goals.

The ideal candidate has a Bachelor’s degree in IT/CS/Business with 5+ years in IT Service Delivery, and 3+ years in leadership, plus strong ITIL and client-engagement skills. DIRECT HIRE.

Qualifications

• Bachelor's degree in IT, Computer Science, Business, or related field.
• 5+ years of experience in IT Service Delivery, Operations, or Managed Services.
• 3+ years of leadership experience managing multiple teams.
• Strong knowledge of ITIL, SLA management, client engagement, and operational excellence.
• Excellent leadership, communication, and problem-solving skills.

Responsibilities

• Lead daily operations of the FSS, Service Desk, and ASM teams.
• Ensure SLA, KPI, and service quality targets are achieved.
• Manage client escalations, major incidents, and stakeholder communications.
• Lead, coach, and develop operational teams while driving accountability and performance.
• Monitor operational metrics and implement continuous improvement initiatives.
• Oversee workforce planning, resource allocation, and operational reporting.
• Ensure compliance with company policies, governance, and client requirements.

Skills

ITIL knowledge

Leadership

SLA management

Client engagement

Problem solving

Communication

Education

Bachelor's degree in IT/CS/Business

Job description

Job Qualifications

SDG Operations Manager in Cubao QC

Job Summary

The SDG Operations Manager leads the Service Delivery Group (SDG), overseeing Field Support Services (FSS), Service Desk, and Account Service Management (ASM). The role is responsible for delivering high-quality IT services, ensuring SLA compliance, driving operational efficiency, and leading teams to achieve business and client objectives.

Key Responsibilities

• -Lead daily operations of the FSS, Service Desk, and ASM teams.
• -Ensure SLA, KPI, and service quality targets are achieved.
• -Manage client escalations, major incidents, and stakeholder communications.
• -Lead, coach, and develop operational teams while driving accountability and performance.
• -Monitor operational metrics and implement continuous improvement initiatives.
• -Oversee workforce planning, resource allocation, and operational reporting.
• -Ensure compliance with company policies, governance, and client requirements.

Qualifications

• -Bachelor's degree in IT, Computer Science, Business, or a related field.
• -5+ years of experience in IT Service Delivery, Operations, or Managed Services.
• -3+ years of leadership experience managing multiple teams.
• -Strong knowledge of ITIL, SLA management, client engagement, and operational excellence.
• -Excellent leadership, communication, and problem-solving skills.

Preferred Certifications

• -ITIL Foundation (or higher)
• -PMP, PRINCE2, or equivalent
• -Lean Six Sigma (preferred)

This is for DIRECT HIRE!