Business IT Officer
Roles and responsibilities:
- Lead end-to-end delivery of complex IT initiatives (ramp-ups, ramp-downs, transitions, site transfers, and new client onboarding), aligned to approved implementation plans.
- Manage multiple concurrent workflows and Operation governances to meet or exceed IT service delivery KPIs and SLAs.
- Support IT Project Management, Pricing, and RFP requirements by providing technical inputs and solution alignment for new and expanding accounts.
- Act as the primary IT SPOC for clients, operations, and internal IT teams, ensuring clear communication and expectation management across all delivery phases.
- Facilitate weekly and monthly service and project governance reviews with HGS clients and Operations
- Assist in internal and external audit engagements as IT representative, coordinating evidence, remediation actions, and control improvements.
- Strengthen ownership and accountability across IT service delivery through strong mastery and enforcement of HGS process flows.
- Provide technical leadership in transitions, onboarding, and operational readiness
- Maintain and update technology manual and operational guides
- Manage Intalk licenses allocation, telephony and cloud solution as needed
- Proactively identify process and opportunities to improve service stability, delivery efficiency, and client satisfaction.
- Share best practices among Business IT Team.
Qualifications:
- Bachelor's degree in information technology, Computer Science, or related field.
- Additional certifications in IT service management, project management, or relevant technologies are a plus.
- 25 years of experience in IT service delivery, project coordination, or IT operations support.
- Experience in client-facing roles, IT project management, or business IT support preferred.
- Must be willing to work onsite in Bridgetowne, Quezon City on a shifting schedule.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), MS Project, MS Visio, and other business applications.
- Customer-oriented, with strong focus on delivering high-quality IT support and service.
- Collaborative team player with a sense of urgency and commitment to excellence.
- Strong interpersonal skills, capable of effectively interacting with stakeholders at all levels of the organization
- Strong focus on technology and IT service delivery, ensuring solutions align with business requirements.
- Proficient in Office 365 applications, email platforms, and web-based tools.
- Knowledge of IT infrastructure (network, hardware, software) at an advanced level.
- Strong customer experience skills, including understanding client needs, resolving issues efficiently, and ensuring satisfaction.
