Sr. Operations Manager

IBM

Philippines

On-site

PHP 1,200,000 - 1,800,000

Full time

3 days ago

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Job summary

IBM Philippines is seeking a Senior Operations Manager to lead and optimize business operations across multiple teams, delivering service excellence and financial performance. This role partners with business leaders and clients to shape operational strategies.

You will monitor KPIs, SLAs, and budgets, while driving continuous improvement, employee development, and risk management in a global consulting context.

Job description

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

The Senior Operations Manager is responsible for leading and optimizing business operations to ensure the successful achievement of organizational objectives, performance targets, and customer expectations. This role provides strategic and operational leadership across multiple teams or functions, driving service excellence, operational efficiency, employee engagement, and continuous improvement.

The Senior Operations Manager partners with business leaders, clients, and stakeholders to develop and execute operational strategies that improve productivity, quality, customer satisfaction, and financial performance.

Key Responsibilities

Operational Leadership

Lead and oversee daily operations across multiple teams, departments, or business functions.
Ensure achievement of key performance indicators (KPIs), service level agreements (SLAs), and operational objectives.
Develop and implement operational strategies, goals, and workforce plans.
Monitor operational performance and proactively address risks, issues, and opportunities.

People Leadership and Talent Development

Manage and develop Operations Managers, Team Managers, Supervisors, and other leadership personnel.
Drive employee engagement, performance management, coaching, and career development initiatives.
Support succession planning and leadership development programs.
Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.

Client and Stakeholder Management

Build and maintain strong relationships with clients, business partners, and executive stakeholders.
Lead business reviews and present operational performance results.
Manage client expectations and resolve critical escalations.
Ensure alignment between operational activities and business requirements.

Financial and Resource Management

Manage operational budgets, staffing plans, and resource allocations.
Monitor financial performance, productivity, and cost controls.
Identify and implement opportunities to improve efficiency and reduce operational costs.
Support forecasting and capacity planning activities.

Performance and Quality Management

Establish and monitor performance metrics and quality standards.
Analyze operational data and trends to support informed decision-making.
Drive action plans to improve service delivery, productivity, and customer satisfaction.
Ensure compliance with organizational policies, procedures, and regulatory requirements.

Continuous Improvement and Transformation

Lead process improvement, automation, and transformation initiatives.
Identify opportunities to enhance operational effectiveness and customer experience.
Promote a culture of innovation and continuous improvement.
Support organizational change management efforts and strategic initiatives.

Required education

Bachelor’s Degree

Preferred education

Bachelor’s Degree

Required technical and professional expertise

Bachelor's degree in Business Administration, Operations Management, Management, or a related field.
Significant experience in operations management, business management, customer service, or service delivery leadership.
Proven experience managing managers, supervisors, or large operational teams.
Strong leadership, communication, and stakeholder management skills.
Experience managing KPIs, SLAs, budgets, and operational performance.
Strong analytical and problem-solving capabilities.

Preferred technical and professional experience

Experience in BPO, contact center, shared services, IT operations, financial services, healthcare, logistics, retail, or related industries.
Lean Six Sigma, Project Management, Agile, or Operations Management certifications.
Experience with workforce management, reporting, and business intelligence tools.
Knowledge of process improvement and operational excellence methodologies.
Experience leading large-scale transformation or change initiatives.
Strategic Leadership
Operations Management
Performance Management
Stakeholder and Client Management
Employee Development
Change Management
Process Improvement
Business Planning
Decision-Making and Analytical Thinking

Key Performance Indicators (KPIs)

Achievement of operational KPIs and SLAs
Customer satisfaction and client retention
Employee engagement and retention
Productivity and efficiency metrics
Revenue, profitability, and budget performance
Quality and compliance performance
Process improvement and transformation outcomes

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Sr. Operations Manager

Job ID

126860

City / Township / Village

QUEZON CITY

State / Province

National Capital Region (Manila)

Country

Philippines