Technology Operations Manager - Service Delivery & Risk

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Wells Fargo is seeking a Technology Operations Associate Manager to lead a team responsible for delivering reliable IT services. The role emphasizes incident management, risk controls, and stakeholder collaboration across business units.

The ideal candidate has 4+ years in Technology Operations with leadership experience, and strong ITIL/ITSM knowledge, plus excellent communication skills for cross-functional coordination.

Qualifications

• 4+ years of Technology Operations experience or equivalent.
• 1+ year of Leadership experience.
• Strong leadership and people management skills.
• Expertise in IT Service Management (ITSM) frameworks.
• Ability to analyze operational data and identify improvement opportunities.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Lead and mentor Service Desk leaders and agents, ensuring coverage for all shifts.
• Monitor operations, incident management, and SLA adherence with stakeholders and vendors.
• Implement incident management processes and report significant problems.
• Collaborate with internal teams and external vendors for service delivery and risk communication.
• Oversee IT Service Desk performance metrics: AHT, MTTR, FCR, NPS.
• Drive automation and knowledge management to improve efficiency and governance.

Skills

Team leadership

ITIL/ITSM

Data analysis

Communication

Stakeholder management

People management

Job description

Wells Fargo is seeking a Technology Operations Associate Manager to lead a team responsible for delivering reliable IT services. The role emphasizes incident management, risk controls, and stakeholder collaboration across business units.

The ideal candidate has 4+ years in Technology Operations with leadership experience, and strong ITIL/ITSM knowledge, plus excellent communication skills for cross-functional coordination.