Description
Overall Purpose of the Job:
Responsibilities
Manage & own all aspects of IT Support in Philippines, including local area and wide area networks (voice/data), operating platforms and all associated servers and hardware, to ensure service quality to end-users/clients is maintained at high levels. Main areas of responsibilities include:
- Ensures all day-to-day IT operational activities are carried out in a timely and reliable way.
- Establish IT Business Partner Relationship between IT Operations and business stakeholders in Philippines to understand and address business IT requirements.
- Working collaboratively with the Global/Regional IT organisation, identify appropriate solutions to ongoing operational business needs.
- Own & Drive Disaster recovery planning and testing
- Monitoring of IT service delivery levels and business satisfaction to ensure a high standard of quality and availability.
Key Performance Indicators
- Committed Service Levels are met across Philippines
- Successful implementation & continuous improvement of IT Service Delivery processes
- Management of IT Operations P&L and Operational Capital budget within agreed Budget
Key Responsibilities
- Strategic IT Leadership: Execute the regional IT Operations strategy. Manage the procurement, installation, upgrades, and maintenance of all network, server, and desktop infrastructure in the Philippines to exceed agreed service levels.
- Team Leadership & Development: Lead, mentor, and grow the local IT Operations team within a matrix environment, fostering clear accountability and high performance.
- Service Design & Optimization: Implement global policies to monitor, measure, and continuously improve service availability, capacity management, and data center space optimization.
- Asset & Risk Management: Control IT assets (software, hardware, licenses), ensuring strict compliance. Manage disaster recovery planning, testing, and security breach investigations.
- Financial & Supplier Management: Oversee the Philippines IT budget, drive cost-effective IT procurement, and build positive, high-impact relationships with local and offshore suppliers.
- Incident & Change Management: Act as the escalation point for complex system issues, ensuring rapid resolution, thorough documentation, and seamless deployment of system changes.
Additional Info
Required Skills & Experience
- Technical Expertise: Strong background in systems administration, network infrastructure, web-based technologies, server/desktop products, and telephony/communication systems.
- Distributed Environments: Proven experience managing IT operations across multiple server locations and Wide Area Networks (WAN).
- Frameworks & Best Practices: Deep understanding of industry IT service management best practices (e.g., ITIL framework) and alignment with global business requirements.
- Team Management: Experience leading technical staff and navigating a matrixed, multinational reporting structure.
- Communication: Exceptional oral and written communication skills with the ability to translate technical concepts for business stakeholders.
Who You Are (Key Competencies)
- Intellectually Agile: You comfortably navigate complexity, pick up new technical and business concepts quickly, and love solving tough problems.
- Composed Under Pressure: You are a settling influence during crises, remaining cool, mature, and focused when unexpected challenges arise.
- Customer-Centric: You are dedicated to meeting the needs of internal and external customers, establishing deep trust and effective relationships.
- Action-Oriented & Organized: You possess excellent time management skills, prioritizing the critical few tasks to drive momentum and seize opportunities.
- Interpersonally Savvy: You use diplomacy and tact to relate well to stakeholders at all levels, effortlessly diffusing high-tension situations.
What We Offer
- A collaborative, global work environment.
- Opportunities for continuous technical and professional growth.
- A culture deeply committed to safety, well-being, and occupational health standards.
