Technology Operations Senior Manager

Nityo Infotech Services Philippines Inc.; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Nityo Infotech Services Philippines Inc. in Taguig City, Metro Manila, seeks a Technology Operations Senior Manager to lead and optimise global IT operations and support infrastructure. You will manage high-performing teams, drive service delivery excellence, and champion continuous improvement across IT support functions.

The role emphasizes AI-driven service management, automation, and CCaaS expertise to deliver scalable, high-quality support across geographies and channels.

Qualifications

• Leads global technology operations and IT support infrastructure with strategic impact.
• Experience in managing globally distributed teams across geographies, cultures, and time zones.
• Strong understanding of AI-driven service management and automation in IT support.
• Familiarity with CCaaS platforms and omnichannel engagement.
• Ability to translate AI/automation innovations into business value.

Responsibilities

• Oversee and optimise end-to-end IT operations and support services.
• Lead high-performing teams and drive service delivery excellence.
• Drive continuous improvement and modernisation of technology operations.
• Partner with executive leadership to align IT capabilities with business strategy.
• Ensure governance, risk, and compliance across global operations.

Skills

People leadership

Strategic thinking

Stakeholder management

ITIL knowledge

AI & automation awareness

CCaaS knowledge

Education

Bachelor's degree in IT/Computing or related field

Tools

Genesys CCaaS

NICE

Cisco

Job description

About us

Nityo Infotech Services Philippines Inc. is a leading information and communication technology company dedicated to delivering innovative IT solutions and exceptional support services. We pride ourselves on maintaining the highest standards of technical excellence whilst fostering a collaborative and dynamic workplace culture. Our commitment to employee development and operational efficiency has established us as a trusted partner for organisations seeking reliable technology operations management.

About the role

We are seeking a Technology Operations Senior Manager to join our team on a full-time basis in Taguig City, Metro Manila. This is a strategic leadership position that plays a critical role in overseeing and optimising our technology operations and IT support infrastructure. As Technology Operations Senior Manager, you will be responsible for managing high-performing teams, ensuring service delivery excellence, and driving continuous improvement across all IT support functions. This role offers the opportunity to make a significant impact on our organisational success through effective operations management and team leadership.

• Demonstrated experience leading globally distributed teams and collaborating across multiple geographies, cultures, and time zones to deliver consistent service outcomes and drive operational excellence.

• Strong understanding of AI-driven service management capabilities, including predictive analytics, intelligent automation, virtual agents, and generative AI solutions within IT support environments.

• Hands-on knowledge of modern AI chatbot ecosystems and conversational AI platforms, with the ability to evaluate, implement, and optimize self-service experiences.

• Experience with Contact Center as a Service (CCaaS) platforms and omnichannel support technologies, including voice, chat, email, virtual assistants, and digital engagement channels.

• Ability to identify emerging technology trends and translate innovations in AI, automation, and digital workplace services into practical business and operational value.

• Familiarity with Agentic AI frameworks, workflow orchestration, and autonomous support solutions that improve employee experience, operational efficiency, and service scalability.

• Strong stakeholder management skills with proven ability to partner with global technology, business, vendor, and executive leadership teams to drive strategic transformation initiatives.

• Demonstrated commitment to continuous learning and technology modernization, with knowledge of industry advancements in cloud platforms, automation tools, digital support channels, and AI-powered service delivery models.

• Expected span for 2026 is at 44 FTEs and is expected to grow

Soft Skills per Hiring Manager

• Strong People Leadership Skillset

• Understand the financials

• Risk Control / Governance

• Vendor Management

Technical Skills per Hiring Manager

• Understanding of the servide desk / operations

• Understanding on the CCAS (Contact Center as a Service) tool – i.e. Genesys, Nice, Cisco

• Technical Savvy - CCAAS / Service Desk / End users services

• Conceptual / Implementation of projects aligned to ITIL Framework

• End to end SLA management and Global Governance