Technology Operations Senior Manager

PAN ASIA HR CONSULTING PH INC.; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

PAN ASIA HR CONSULTING PH INC. is seeking a senior leader to drive AI-powered IT service management and global CCaaS initiatives from the Philippines. You will collaborate with cross‑geography teams to deliver consistent service outcomes and drive operational excellence.

You will partner with executive leadership to modernize digital workplace services, implement intelligent automation, and ensure robust governance across worldwide operations.

Qualifications

• Experience leading globally distributed teams across geographies and time zones.
• Strong knowledge of CCaaS platforms and omnichannel support.
• Familiarity with AI-driven service management and automation.
• Experience with ITIL-based service management and governance.

Responsibilities

• Lead strategic transformation initiatives across global technology teams.
• Partner with executive leadership to drive IT service improvements.
• Oversee AI-powered service delivery and automation projects.
• Ensure end-to-end governance and global SLA compliance.

Skills

People leadership

Stakeholder management

Financial acumen

Risk governance

Vendor management

Tools

Genesys

Nice

Cisco

Job description

Job Description

• 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

• 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