Service Center Lead: IT Ops, SLA & Customer Success

PCWORX IT Solutions; Philippines; On-site; PHP 600,000 - 1,100,000; Full time

Job summary

PCWORX IT Solutions is seeking a Service Center Manager to oversee daily operations, ensuring efficient workflows and high-quality customer service. You will lead service personnel, manage repairs and maintenance, and drive SLA compliance across branches.

The role emphasizes strong leadership, people management, and tactical operations oversight, with accountability for performance metrics, reporting, and staff development.

Qualifications

• Experience leading service teams and operations.
• Strong customer service orientation with escalation handling.
• Ability to monitor SLA compliance and drive process improvements.
• Proven track record in budgeting and inventory control.

Responsibilities

• Lead and supervise the service team to achieve productivity and quality objectives.
• Monitor customer service interactions and ensure timely resolution of concerns.
• Oversee repair, maintenance, and project implementation activities.
• Manage inventory of tools, spare parts, and equipment.
• Review operational performance metrics and prepare reports.
• Conduct staff training, coaching, and performance evaluations.
• Handle customer and supplier escalations.
• Ensure SLA compliance and operational excellence across branches.

Skills

Leadership

People management

Customer service

Operations management

Project coordination

Problem solving

Communication

Inventory management

Performance monitoring

Time management

Attention to detail

Results oriented

Technical knowledge

MS Excel

Education

Bachelor's degree in Business, Engineering, or related field

Tools

MS Word

Outlook

PowerPoint

Workflow systems

Job description

PCWORX IT Solutions is seeking a Service Center Manager to oversee daily operations, ensuring efficient workflows and high-quality customer service. You will lead service personnel, manage repairs and maintenance, and drive SLA compliance across branches.

The role emphasizes strong leadership, people management, and tactical operations oversight, with accountability for performance metrics, reporting, and staff development.