Sr. IT Manager

DME Service Solutions; Taguig; On-site; PHP 1,674,000 - 2,567,000; Full time

Job summary

DME Service Solutions is seeking an IT Infrastructure Senior Manager to lead the team across all sites in Manila, overseeing performance, patching, security, and service delivery. The role requires strong leadership, 5–10 years in IT and BPO environments, and excellent English communication.

You will drive governance, weekly team meetings, and cross-functional collaboration with IT desks and vendors, ensuring alignment with BC/DR requirements and cost optimization.

Qualifications

• Bachelor’s degree in a technical field (CS/CE/ECE).
• 5–10 years in Systems Administration, NOC ops, remote troubleshooting, IT service delivery.
• 5–10 years in a BPO environment.
• Strong leadership with 3–5 years in IT senior/manager roles.
• Excellent English communication (B2 CEFR).
• Ability to manage multiple priorities in a fast-paced setting.
• Willing to work shifting schedules and onsite as required.

Responsibilities

• Lead IT team across all sites ensuring high performance and service delivery.
• Conduct quarterly performance reviews and set SMART objectives.
• Weekly 1:1 coaching and progress meetings with reports.
• Develop and publish job descriptions and responsibilities for infra roles.
• Identify SMEs within each technology tower and plan training routes.
• Oversee on-prem and cloud environments, backups, and endpoint infra.
• Ensure patching with PCI and non-PCI updates; use patch tools.
• Serve as escalation point for break/fix and change requests.
• Lead governance, reporting on SLA, patching, health, and workforce metrics.
• Collaborate with vendors and IT teams to optimize spend.

Skills

Leadership

Team coaching

Performance reviews

English comms

Education

Bachelor's degree in Computer Engineering/Computer Science/ECE

Tools

BigFix

MECM/SCCM

Ivanti

WSUS

IBM Endpoint Manager

Job description

Job Duties and Responsibilities:

Infrastructure Leadership & Team Management

• Lead the IT team across all sites, ensuring high performance and consistent delivery of services.
• Conduct Quarterly performance reviews and set SMART objectives for team members.
• Hold Weekly 1:1 coaching and progress meetings with direct reports.
• Develop and publish job descriptions and task responsibilities for all infrastructure roles.
• Perform skills gap assessments and create training and development plans.
• Identify Subject Matter Experts (SMEs) within each technology tower.

Systems, Cloud & Endpoint Operations

• Oversee the maintenance, monitoring, and optimization of both on-prem and cloud environments, backup devices and services, and endpoint infrastructure.
• Ensure high service availability, meeting performance metrics and operational KPIs.
• Conduct weekly reviews of systems performance, infrastructure metrics, SLA adherence, and team KPIs (hiring, training, productivity).
• Ensure Infrastructure Engineers maintain current knowledge of core service offerings and patching standards.

Patching & Security Compliance

• Oversee the deployment of OS patches (PCI and Non-PCI) and Microsoft security updates across servers and endpoints.
• Ensure consistent use of approved patch management tools such as BigFix, MECM/SCCM, Ivanti, WSUS, IBM Endpoint Manager, or ManageEngine.
• Monitor patching trends, identify recurring issues, and recommend process improvements or new standards.
• Ensure all technical documentation, patching procedures, and knowledge articles are complete and regularly updated.

Technical Escalations & Service Delivery

• Serve as the primary escalation point for break/fix issues, server/software updates, and feature enhancements.
• Oversee response and resolution to customer-impacting issues, adhering to defined SLAs.
• Approve change requests (RFCs) related to infrastructure operations.
• Provide expert-level technical guidance and support to Infrastructure Engineers.

Governance, Reporting & Operational Planning

• Lead weekly IT Infrastructure team meetings covering incidents, changes, and planned work.
• Deliver structured reports on service availability, SLA performance, patching compliance, systems health, and workforce metrics.
• Coordinate with Operations to schedule patching windows for accounts.
• Ensure alignment with Business Continuity and Disaster Recovery (BCP/DR) requirements.

Cross-Functional Collaboration & Vendor Management

• Participate in monthly focus group discussions with IT Service Desk, IT Operations, IT Client Services, and other IT teams.
• Build strong relationships with vendors, manage contracts, and support technology procurement activities.
• Work closely with leadership to optimize IT spend across cloud, licensing, and endpoint resources.

Other Responsibilities

• Support audits, compliance reviews, and client technology assessments.
• Stay updated on emerging technologies and recommend enhancements aligned with business needs.
• Perform other related duties as assigned by the Head of Technology.

General Qualifications

• Bachelor’s Degree in Computer Engineering, Computer Science, ECE, or related field.
• 5 – 10 Years of experience in Systems Administration, NOC operations, remote troubleshooting, and IT service delivery.
• 5 – 10 Years of experience working in a BPO environment.
• Strong leadership background with at least 3 – 5 Years of leadership/management experience, ideally as an IT Senior Manager or IT Manager.
• Excellent English communication skills (written and verbal B2 CEFR).
• Proven ability to manage multiple priorities in a fast-paced, dynamic environment.
• Strong commitment to organizational values and operational excellence.
• Willing to work on shifting schedules, weekends, holidays, and onsite when required.

Technical Requirements

• MCSA, MCSE, or ITIL certification preferred.
• At least 5 – 10 Years of hands-on experience in:

• Windows Server Administration
• Endpoint Administration
• Server/Endpoint Patching

• Experience with at least one patching tool: BigFix, MECM
• (SCCM), ManageEngine, Ivanti, WSUS, IBM Endpoint Manager, etc.Experience with AWS or similar cloud platforms.
• Any additional Infrastructure or Cloud certifications are an advantage