Sr Operations Manager (Service Desk)

Private Advertiser; Quezon City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Private Advertiser in Manila is seeking a senior operations leader to oversee end-to-end service delivery for large-scale IT support operations, ensuring client satisfaction and strong financial performance.

You will manage 300+ FTE across multiple sites, drive ITIL-aligned processes, service management excellence, and leadership development in a shift-based environment.

Qualifications

• Bachelor’s degree required; Master’s preferred.
• 8+ years IT service delivery experience, including 4+ years in senior leadership.
• Strong ITIL, ServiceNow/Jira proficiency and service management expertise.
• Proven client management and commercial acumen.

Responsibilities

• Lead daily service desk operations (incident, problem, change, request management) aligned with ITIL standards and drive SLA/KPI performance.
• Act as primary escalation point and manage client relationships through reviews, reporting, and strategic engagement.
• Own P&L, budgeting, forecasting, and cost optimization; track financial metrics and identify revenue growth or cost-saving opportunities.
• Lead large-scale teams (300+ FTEs) across multiple sites; ensure compliance, risk management, and governance standards.
• Manage performance, coach teams, drive talent development, retention, and succession planning.

Skills

ITIL

Leadership

Client management

Commercial acumen

Strategic planning

Education

Bachelor’s degree

Master’s degree preferred

Tools

ServiceNow

Jira

Job description

Role Overview:

A senior operations leader responsible for end-to-end service delivery of large-scale service desk and IT support operations, ensuring client satisfaction, operational excellence, and financial performance.

Key Responsibilities:

• Operations Management:
  Lead daily service desk operations (incident, problem, change, request management) aligned with ITIL standards, while driving SLA/KPI performance and continuous improvement initiatives (Lean, Six Sigma, automation).

• Client Management:
  Act as primary escalation point and manage client relationships through reviews, reporting, and strategic engagement to enhance service delivery.

• Financial Oversight:
  Own P&L, budgeting, forecasting, and cost optimization; track financial metrics and identify revenue growth or cost-saving opportunities.

• Leadership & Governance:
  Lead large-scale teams (300+ FTEs) across multiple sites; ensure compliance, risk management, and governance standards are met.

• People Development:
  Manage performance, coach teams, drive talent development, retention, and succession planning, and foster a high-performance culture.

Qualifications

• Bachelor’s degree (Master’s preferred)

• 8+ years IT service delivery experience, including 4+ years in senior leadership

• Strong ITIL, ServiceNow/Jira, and service management expertise

• Proven client management and commercial acumen

Core Competencies

• Strategic + execution-focused

• Client-centric mindset

• Strong financial & analytical skills

• Excellent stakeholder management

• High ownership and problem-solving ability

Quick Snapshot

Location: Manila (multi-site flexibility)

• Scope: Large-scale IT/BPS operations (300+ FTEs)

• Work: Shift-based (including weekends/holidays)